We carried out a review of the data available to us about Hand In Hand Homecare Agency Limited on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Hand In Hand Homecare Agency Limited, you can give feedback on this service.
Hand in Hand Homecare Agency is a small domiciliary care service that provides support and personal care to older people in their own homes. 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 43 people were receiving support with personal care.
People’s experience of using this service and what we found
People told us they felt they received care from staff that made them feel safe and were confident they were well looked after. Staff showed a good understanding of their roles and responsibilities of keeping people safe from harm. Risks to people had been assessed and those identified were managed safely by competent staff. Where people required support with medication this was managed safely; people and family members confirmed that medication was received at the right times. Where required, people had access to appropriate equipment and were supported to ensure their homes remained safe.
Sufficient numbers of suitably qualified and skilled staff were deployed to meet people’s individual needs. Staff had received a range of training appropriate and support to enable them to carry out their role safely and effectively. People told us they received the right care and support from consistent staff who were well trained and knew them well. People also told us staff never missed a call and always arrived on time.
People’s needs and choices were assessed and planned for. Care plans identified intended outcomes for people and how they were to be met in a way they preferred. People received support to maintain good food and drink intake and their healthcare needs were understood and met. Care was delivered in a personalised way and in line with information recorded in people’s care plans.
Staff were motivated to deliver care in a person-centred way based on people’s preferences and likes. People and family members told us staff were kind and caring and always treated them with respect. People felt listened to and told us staff always had time to sit and chat with them. Family members told us staff were keen to offer them additional support where needed.
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 and family members knew how to make a complaint and were confident their complaint would be listened to and acted upon.
People and family members spoke positively about the management of the service and described the registered manager and provider as approachable and supportive. Staff felt supported in their role and keen to implement the person-centred culture and approach encouraged by the registered manager and provider. Effective quality assurance systems were in place to monitor key aspects of the service
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 (report published 5 December 2016)
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.
Hand in Hand is a domiciliary care agency, providing personal care and support to people living in their own homes. The service operates from an office based in St Helens Merseyside.
The service has a manager who was registered with CQC. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People told us they felt safe using the service. They said staff were careful and treated them well. Staff had completed training about safeguarding people and they had access to information and guidance as a reminder of their responsibilities should they have any safeguarding concerns. Staff knew about the different types of abuse and indicators of abuse.
Staff were confident about dealing with an emergency situation should one arise. People, family members and staff were provided with information about who they could contact for advice, guidance or support at any time of the day or night.
The registered provider had a policy and procedure relating to medicine management. Staff responsible for administering medication completed the relevant training and had their competency checked regularly to ensure they were managing people’s medicines safely.
Staff received the training and support they needed. New staff completed an induction programme and all staff received on-going training relevant to their role, responsibilities and the needs of the people they supported. One to one and group meetings offered staff with an opportunity to discuss their work and training and development needs. Staff felt well supported in their roles and had no concerns about approaching the registered manager or any other member of the management team should they need advice or support.
An assessment of people’s needs was carried out and appropriate care plans were developed. Care plans detailed people’s preferences with regards to how they wished their care and support to be provided. Care plans were regularly reviewed with the involvement of the person and other significant people such as family members.
The registered manager understood what their responsibilities were for ensuring decisions were made in people’s best interests. Staff were aware of the need to obtain people’s consent prior to providing people with care and support.
People told us that the staff were kind, caring and polite and that the staff respected their privacy, dignity and independence. People told us they enjoyed the company of staff because they cheered up their day and shared laughter and banter with them.
People told us that staff arrived at their homes on time and always stayed for the right amount of time. People were happy that wherever possible the same staff who knew them well visited them.
People’s wishes and preferences were accurately reflected in the care plans and contact records were maintained to show people received the right care and support. Contact records were also used as a way of communicating important information to relevant others about people’s needs.
People who used the service, family members and staff told us they thought the service was well managed. They described the registered manager and other members of the management team as being approachable and supportive.
Systems were in place to monitor the safety and quality of the service and to gather the views and experiences of people and their family members. The service was flexible and responded to any issues or concerns raised. People told us they were confident that any concerns they had would be listened to, taken seriously and acted upon.