Helping Hands Coventry achieved a Good rating across all five key questions at its first inspection, demonstrating safe, person-centred care with effective governance and a well-trained, compassionate staff team. Minor improvements were identified in medication record-keeping, complaints procedure signposting, and consideration of LGBT+ support needs.
Concerns (5)
moderate
Medication management
: “Medicine records were not always clearly completed to show how medicines were managed. For example, sometimes there were gaps instead of signatures or codes to explain why a medicine had not been administered.”
moderateMedication management: “Medicine records relating to how a pain relief patch was managed were not clear to show this was alternated to different areas of the body and the removal of the old patch as directed.”
minorComplaints handling: “This did not contain clear details of people who could be contacted with names and contact numbers should people wish to escalate their concerns outside of the agency.”
minorCultural competency: “It was not evident from our discussions how the service might identify those people needing support with their sexuality. For example, a person who may be lesbian, gay, bi-sexual or transgender.”
minorCare planning: “One relative felt this was not always consistent and told us, 'I am not sure each carer knows and has read and digested the care plan fully.'”
Strengths
· People felt safe with care staff and risks were assessed and managed effectively, including environmental checks during visits.
· Staff received comprehensive induction, regular training including dementia awareness, and were subject to competency checks and spot checks.
· People were treated with dignity, respect and kindness; staff knew people well and provided personalised, person-centred care.
· An electronic monitoring system tracked late or missed care calls, enabling timely identification and management of risks.
· A quality assurance system ('Rant and Rave') monitored people's feedback at regular intervals and drove continuous improvement.
Quality-Statement breakdown (23)
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: 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