Helping Hands Honiton received a Good rating across all five key questions at its first CQC inspection, demonstrating safe, personalised care with well-trained and compassionate staff. Key areas for improvement included visit timing consistency, communication with people and relatives, and clearer visibility of the registered manager's identity.
Concerns (5)
moderate
Missed or late visits
: “Times vary. Timetable comes in the post, but they don't keep to it”
moderateCommunication with families: “Lots of swopping of staff. Communication not good. Don't always get told if there is a change of staff”
moderateComplaints handling: “six people and relatives told us they had raised concerns about the timings of their visits and were not happy about the response”
moderateStaffing levels: “In August and September 2021 due to staff shortages the provider had worked closely with the local authority to hand back commissioned packages of care.”
minorLeadership: “People and relatives we spoke with were not clear who the registered manager was.”
Strengths
· People and relatives felt very safe and relaxed with staff, with positive feedback including 'Can't fault them. They are really genuine'
· Staff were safely recruited with DBS checks and references; competency checks ensured safe medicines administration
· Personalised, person-centred care plans developed with involvement from people and relatives
· Strong end-of-life care commitment, including a hospice-partnered 'End of life learning path' nominated for a national award
· Effective infection control practices with PPE spot checks and staff kept up to date with COVID-19 guidance