Helping Hands Guildford and Godalming received a Good rating across all five key questions at its first CQC inspection since registering in 2017. The service demonstrated strong person-centred care, robust governance, well-trained and supported staff, and an exemplary organisational culture, with only minor recording and communication gaps identified.
Concerns (3)
minor
Record keeping
: “the checks identified that one person's MAR chart had some gaps. However, the daily notes in the person's care plan said the medicines had been taken as prescribed each day.”
minorCommunication with families: “one person did say that, 'Communication between the office and us could be better sometimes.' Another person told us that when the carer is running late they are not informed right away”
minorGovernance: “these results were not analysed to give results for each local service. A new role has been created to ensure that results would be collated and available for individual branches in the future.”
Strengths
· People felt safe and staff demonstrated strong knowledge of safeguarding responsibilities, with refresher training and discussion at all team meetings.
· Robust risk assessment and care planning, including environmental risks and detailed manual handling instructions.
· Adequate staffing levels maintained through careful acceptance of care packages and a well-functioning on-call system.
· Safe medicines administration with monthly MAR audits and clear policy aligned to national guidance.
· Staff well trained, inducted via Care Certificate within 12 weeks, with regular supervision and practice observations every 3–4 months.