Hand To Hand Care Ltd

Updated 14 November 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. 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 service was inspected by one inspector.

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 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 24 hours’ notice of the inspection. This was because it is a small service and we needed to be sure the provider or registered manager would be in the office to support the inspection. Inspection activity started on 10 October 2019 and ended on 15 October 2019. We visited the office location on 10 October 2019.

What we did before the inspection

We reviewed information we had received about the service since they registered with CQC. 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 two people who used the service and one relative about their experience of the care provided. We spoke with four members of staff including the provider, registered manager and care staff.

We reviewed a range of records. This included two people’s care records. We looked at two 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. We looked at information sent to us by the registered manager which included updated risk assessments and care plans.

Updated 14 November 2019

About the service

Hand to Hand Care Ltd is a domiciliary care service providing personal care to 6 people at the time of the inspection.

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

The service was safe. People were protected from the risk of abuse. Staff knew how to support people to remain safe from risks. Action was taken to reduce risks to people.

The service was not undertaking medicines administration but was able to do so if this was assessed as needed for people.

There had been no incidents at the service. There was a system in place to record, action and respond to incidents if these occurred in the future. Measures were in place to prevent to risk of infection.

People’s needs were assessed prior to commencing with the service, this included needs relating to equality and diversity and end of life. These assessments were used to develop care plans. Care plans were updated when people’s needs had changed. People told us they were involved in the planning of their care and their needs and preferences were taken in to account.

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.

There were enough staff to support people. Staff had the skills and knowledge they needed to provide support to people.

People told us calls were on time and no calls had been missed. People were positive about the staff who provided their care. People told us staff were kind and caring and supported them to maintain their dignity and independence.

Staff worked in partnership with other services. Where people needed a referral to a health and social care professional these had been made. For example, where people would benefit from aids and equipment to support their mobility.

There was an appropriate system to manage complaints. The registered manager and provider worked alongside staff to deliver care and had oversight of staff practice. There was a positive culture at the service and staff were happy and motivated.

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

Rating at last inspection

This service was registered with us on 15/11/2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date of registration

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and 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.