Hales Group Limited - Hull received a Good rating across all five key questions on its first CQC inspection, conducted remotely in February 2023, with 85 people receiving care at the time. Minor concerns were noted around complaints follow-through, day-to-day communication with people, and some staff feeling unsupported by management, but these did not detract from an otherwise well-run domiciliary care service.
Concerns (3)
minor
Complaints handling
: “There is no point complaining anymore. I have told them my issues in the past and they say they will sort it, but nothing seems to change.”
minorCommunication with families: “People felt regular communication regarding their day to day care could be improved.”
minorLeadership: “I don't feel supported by management at times and don't feel like I could go to them if I had a problem.”
Strengths
· Medicines were administered safely with regular audits, personalised PRN guidance, and competency checks for staff.
· Effective safeguarding systems in place; staff had good knowledge of safeguarding and whistleblowing processes.
· Safe recruitment procedures with appropriate background checks were consistently followed.
· Staff received regular training, supervision, appraisal and competency checks.
· Person-centred care plans were regularly reviewed and reflected people's individual needs and preferences.
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safely; Learning lessons when things go wrongGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
responsive: Planning personalised care to ensure people have choice and controlGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staff; Continuous learning and improving careGood