23 April 2019
During a routine inspection
Happy2Help is a domiciliary agency providing personal care support to people who live in and around the Filey area. At the time of the inspection the service supported 15 people, both older and younger.
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, 12 people were in receipt of a regulated activity.
People’s experience of using this service and what we found
Risk assessments did not provide enough information to guide staff about what actions to take to try and reduce potential risks for people. These assessments were not always updated to reflect people’s current needs. We could not be confident people always received their medicines as prescribed because records were not fully completed and there was limited information about the support people needed to take their medicines.
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. People told us they received support from a consistent team of staff who understood how to care for them. Staff asked for the help and advice of health and social care professionals when required.
Staff had not always completed a thorough induction to demonstrate they had the right skills and knowledge to care for people. Staff had not always completed some important parts of their training such as safeguarding and food hygiene. This meant people could be at risk from receiving support from a staff team who did not have sufficient knowledge.
People told us staff were kind and caring. Staff promoted people’s dignity and knew the people they supported.
Care plans were completed but these did not always provide enough information to guide staff on the support people required. Reviews of people’s support were completed to ensure they were happy with the support being provided.
We have made a recommendation for the provider to understand and apply the Accessible Information Standards.
Checks were completed of the quality and safety of the service, but these had not effectively highlighted the issues we found during this inspection. The provider did not have sufficient knowledge of legislation and best practice to drive improvements within the service. People’s feedback was sought about the service and people told us they felt confident in approaching the management team with any issues. A relative told us, “The service is very good; excellent in every way”
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was inadequate (report published 23 October 2018) and there were multiple breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection the provider was still in breach of regulations.
This service has been in Special Measures since 23 October 2019. Following this inspection there no longer any inadequate rating overall or in any of the key questions. Therefore, this service is no longer in Special Measures.
Why we inspected
This was a planned inspection based on the previous rating.
Enforcement
We have identified breaches in relation to safe care and treatment, staffing and the governance of the service at this inspection.
Follow up
We will meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will work with the local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.