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Helping Hands Stourbridge

Overall: Good read more about inspection ratings

143 High Street, Stourbridge, DY8 1DW (01384) 883393

Provided and run by:
Midshires Care Limited

Latest inspection summary

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Background to this inspection

Updated 11 June 2019

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.’

Inspection team:

The inspection team consisted of one adult social care inspector.

Service and service type:

Helping Hands Stourbridge is a domiciliary care service. Staff deliver personal care support to people living in their own homes. At the time of inspection, the service provided personal care to 37 people living in their own homes. People using the service are older people, some with dementia or a physical disability.

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 visit, this included a weekend. We gave this notice because it is a small domiciliary care service and the manager is often out of the office supporting staff and meeting people who use the service. We needed to be sure that they would be available to speak with us. We also needed to ensure that people’s consent was gained for us to contact them for feedback about the service. Inspection site visit activity took place on 21 May 2019. We visited the office location and spoke the registered manager and reviewed care records and policies and procedures.

What we did:

We reviewed the records held about the service. This included notifications received from the provider. Notifications are specific events that the provider are required to tell us about by law. We did not ask the registered manager to submit a Provider Information Return (PIR) as part of this inspection. Instead we looked at the providers service improvement plan. This told us what the service had achieved and what they intend to develop in the future. We require the provider to submit PIR information annually and it provides us with information to plan our inspection.

During this inspection we spoke with the registered manager, two care staff, one staff trainer, three people using the service and two relatives of people using the service. We looked at four people’s care records to see how their care was planned and delivered. Other records we looked at included four staff recruitment files, staff supervision activity, staff training records, accident and incident records, safeguarding, complaints and compliments and the provider’s audits and overview information about the service. On 29 and 31 May 2019 we telephoned and spoke to three people that use the service and two relatives of people using the service, to ask for their experience of the care provided.

Overall inspection

Good

Updated 11 June 2019

About the service: Helping Hands Stourbridge is a domiciliary care service, registered to provide personal care to people living in their own homes. At the time of the inspection the service was providing personal care to 37 people.

People’s experience of using this service:

People were supported by staff that were caring, compassionate and treated them with dignity and respect. Any concerns or worries were listened and responded to and used as opportunities to improve.

People received person centred care and support based on their individual needs and preferences. Staff were aware of people's life history, and their communication needs. They used this information to develop positive and meaningful relationships with people.

People told us they felt well cared for by staff who treated them with respect. The provider ensured people had regular staff, meaning people and staff were able to build positive relationships. People were supported by staff who had the skills and knowledge to meet their needs. Staff understood and felt confident in their role.

Staff liaised with other health care professionals to ensure people's safety and meet their health needs.

Staff spoke positively about working for the provider. They felt well supported and that they could talk to management at any time, feeling confident any concerns would be acted on promptly. They felt valued and happy in their work.

Audits were completed by the registered manager and the head office, to check the quality and safety of the service.

The registered manager managed, motivated and supported the staff team in their roles to ensure people received a good service.

More information is in Detailed Findings below.

Rating at last inspection:

This was the first inspection of the service.

Why we inspected:

This was a planned comprehensive inspection which took place on 21 May 2019.

Follow up:

We will continue to monitor intelligence we receive about the service until we inspect again as part of our inspection programme. If any concerning information is received, we may inspect again sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk