Background to this inspection
Updated
4 March 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
One inspector carried out this inspection, supported by an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service four days’ notice of the inspection. This was because we needed to arrange to speak with people using the service, their relatives and staff. We also needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
We looked at information we held about the service including notifications they had made to us about important events. On this occasion, we had not asked the provider to complete a Provider Information Return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We took this into account in making our judgements in this report.
We used all of this information to plan our inspection.
During the inspection
We spoke with a person who used the service and three relatives about their experience of the care provided. We spoke with nine members of staff including three members of the provider’s management team, the registered manager, care co-ordinators and care workers.
We reviewed a range of records. This included four people’s care records, daily logs and medication records. We looked at three staff files in relation to recruitment and training. A variety of records relating to the management of the service, including audits and checks were reviewed.
After the inspection
We spoke with a person who used the service and two relatives as they were not available during the inspection. We continued to seek clarification from the provider to validate evidence found. We looked at feedback received from people using the service and their families and information in relation to links the provider had developed with the local community.
Updated
4 March 2020
About the service
Helping Hands Wolverhampton is a domiciliary care agency that provides personal care to people living in Perton and surrounding areas. 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. At the time of our inspection visit, the service was providing person care support to approximately 46 people, some of whom were living with dementia.
People’s experience of using this service and what we found.
People received personalised care from an exceptionally well-led service. The registered manager led by example and staff worked collaboratively to improve people’s outcomes. Staff felt exceptionally valued and were proud to work for the organisation.
People and relatives were consistently positive about the staff and had caring, trusting relationships with them. Staff recognised people’s diversity and respected people’s privacy and dignity at all times. People told us staff went the extra mile to encourage them to follow their hobbies and interests and achieve their goals.
The registered manager continually looked for opportunities to build links with other organisations. The service took an active role in the community, supporting and developing initiatives which made a positive difference to people’s lives.
People felt safe and were protected from the risk of harm by staff who understood their responsibilities to identify and report any signs of potential abuse. There was a consistent approach to safeguarding and any concerns were taken seriously and investigated thoroughly in an objective way.
People’s care and support plans reflected their needs and preferences and were regularly reviewed. People had 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.
There were enough staff employed to manage the service safely and effectively. Staff undertook a training programme which helped them to provide high quality care to people. Their skills and understanding were regularly checked to make sure they provided safe, effective care.
People and their relatives felt confident any concerns and complaints they raised would be acted on. Governance arrangements were well embedded and effective in driving improvements.
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 Good (published 14 August 2017).
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.