Background to this inspection
Updated
26 February 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because it is a care at home service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 12 February 2020 and ended on 13 February 2020. We visited the office location on 12 February 2020.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who worked with the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.
During the inspection
We spoke with five people who used the service and one relative on the telephone about their experience of the care provided. We spoke with six members of staff including the registered manager, care co-ordinators, quality compliance partner and care workers. We received feedback from seven care workers by email.
We reviewed a range of records. This included six people’s care records and medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found.
Updated
26 February 2020
About the service
Helping Hands Ferndown is a domiciliary care agency providing personal care and support to people in their own homes. It provides a service to older people. At the time of inspection, the service was providing personal care to 28 people.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
Improvements had been made in all the key questions we ask. There were enough staff to meet people’s needs. Risks were assessed, and measures put in place to mitigate them to keep people safe. Staff were recruited safely. People felt safe and satisfied with their care. Staff training together with policies and procedures ensured people were safe. Staff knew how to recognise signs of abuse and who to report concerns to; they felt confident their concerns would be heard.
Medicines were managed safely, and lessons were learnt when things went wrong. Staff were supported, their practice checked to ensure they worked in a safe way. The service provided a comprehensive training programme and staff felt they had the necessary training to do their job. People were protected from avoidable infection as staff knowledge and practices promoted good infection control.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff understood how to treat people with dignity and respect and people’s experience of their care confirmed this.
People received access to healthcare professionals when needed. The service raised concerns when required. People told us staff were kind, compassionate and caring. They had good relationships and staff encouraged people to be independent. People and their relatives were involved in their care.
Care plans were personalised and met people’s needs in a variety of ways, both practically and emotionally. The service used an electronic logging system which meant that they could respond if staff were held up or going to be late. People knew how to make a complaint and the service’s policy supported that. Concerns had been dealt with through the process and to people’s satisfaction.
Improvements to the governance of the service were robust. There was increased provider oversight and support. People thought the service was well led and staff told us morale had increased as there was a real ‘team’ approach. We received compliments about the support and leadership of the service. People and staff told us the registered manager had a positive effect on the service since their appointment. The service worked well with other agencies and professionals.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was requires improvement (published 15 July 2019).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.