Helping Hands Dulwich received an overall Good rating across all five key questions at its November 2022 inspection, with staff demonstrating safe, compassionate and person-centred care underpinned by sound governance and continuous learning. Minor concerns around staff punctuality, call consistency and complaint response times were noted but were being actively addressed by the registered manager.
Concerns (4)
minor
Missed or late visits
: “Sometimes [staff] are just not punctual"; "[Carer] is not very good on time keeping.”
minorCommunication with families: “They don't ring back if you have a query. You phone them and they say they'll ring back and they don't.”
minorComplaints handling: “I think it can be managed better. If someone makes a complaint that complaint shouldn't be an ongoing complaint it should be dealt with.”
minorPerson-centred care: “Staffing issues at times meant people received care from staff who did not always know them well.”
Strengths
· Staff were trained in safeguarding adults and knew how to identify and report abuse to protect people from avoidable harm.
· Safe recruitment procedures including DBS checks, employment history and reference checks were consistently followed.
· Staff demonstrated compassion, kindness and respect for people's privacy, dignity and cultural backgrounds.
· People were supported to maintain independence and make choices about their daily living.
· Medicines administration was supported safely with audits of MAR records and competency assessments of staff.
Quality-Statement breakdown (25)
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
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 live healthier lives, access healthcare services and supportGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
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: How the provider understands and acts on the duty of candourGood
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