Helping Hand Homecare received a Good rating across all five key questions at its October 2023 inspection, maintaining the same rating as its previous inspection in 2018. The service demonstrated strong person-centred care, reliable visit punctuality, safe medicines management, and an open, positive culture under a well-regarded provider-manager.
Strengths
· People felt safe with staff and reported calls were never missed and staff were rarely late, with proactive communication about any delays.
· Staff completed the Care Certificate with detailed induction and competency checks prior to working with people.
· Care records were person-centred, regularly reviewed, and detailed people's likes, dislikes and preferences.
· People were supported to take part in chosen activities such as day trips, visits to local shops, cafes and pubs.
· Strong open culture with staff feeling listened to, valued and supported; all spoke positively about the provider.
Quality-Statement breakdown (20)
safe: Systems and processes to safeguard people from the risk of abuse and avoidable harmGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infection; Learning lessons when things go wrongGood
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: 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: How the provider understands and acts on the duty of candour; Continuous learning and improving careGood
well-led: Engaging and involving people using the service, the public and staff; Working in partnership with othersGood