Helping Hands Weston Super Mare achieved a Good rating across all five key questions at its March 2023 inspection, with people receiving safe, personalised care from trained and compassionate staff. Minor inconsistencies in rota communication and some gaps in evening/weekend staffing cover were noted but did not affect the overall rating.
Concerns (2)
minor
Communication with families
: “"I used to get a rota but that doesn't seem to come any more"”
minorStaffing levels: “they were recruiting to help cover evening and weekends”
Strengths
· People felt safe with care staff and staff received safeguarding training with clear reporting procedures in place.
· Electronic medicine administration system alerted office staff if medicines had not been administered as prescribed.
· Staff felt valued and listened to, with regular communication via weekly memos and quarterly team meetings.
· Care was personalised and regularly reviewed, with people and relatives involved in planning.
· Staff demonstrated compassion, including staying beyond their allotted time to support people in distress.
Quality-Statement breakdown (24)
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 safelyGood
safe: Preventing and controlling infectionGood
safe: 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
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
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 staffGood
well-led: Continuous learning and improving careGood