Helping Hands Maidenhead & Windsor received an overall rating of Good across all five key questions at its first CQC inspection in December 2022, with strong person-centred care, safe medicines management, robust recruitment and a visible, responsive registered manager. The only minor concern noted was occasional punctuality issues during unexpected staff absences, which did not constitute a regulatory breach.
Concerns (1)
minor
Staffing levels
: “the service sometimes struggled to provide quality care in cases of unexpected absence of staff. One person's relative told us, 'I think a couple of months ago it was a bit up and down regarding punctuality.'”
Strengths
· People and relatives felt safe; safeguarding policies, training and reporting procedures were well embedded across the staff team.
· Comprehensive, person-centred care plans with up-to-date risk assessments covering medicines, moving and handling, falls and infection control.
· Safe recruitment practices including DBS checks and all required pre-employment documentation.
· Medicines managed safely with staff training and competency checks completed before administration.
· Staff received induction, Care Certificate and role-relevant training including MCA, catheter care, basic life support and EpiPen use.
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: 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: 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 care; Working in partnership with othersGood