Helping Hands Basildon

Updated 27 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

The inspection team consisted of one inspector.

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

This inspection was announced.

We gave the service notice of the inspection because the registered manager is often out of the office supporting staff or providing care. We needed to be sure that they would be available.

The inspection activity started on the 12 February 2020 and ended on the 24 February 2020. We visited the office location on 17 February 2020.

What we did before the inspection

Prior to the inspection, we reviewed information we had about the service. 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.

During the inspection:

We spoke with four people who used the service and five relatives about their experience of the care provided. We spoke with nine members of staff including the area manager, registered manager, care and training practitioner and care workers.

We reviewed a range of records. This included five people’s care records and multiple medication records. We looked at four 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 training data and quality assurance records.

Updated 27 March 2020

About the service

Helping Hands Basildon is a domiciliary care agency providing personal care to 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 inspection 44 people were using the service, with 22 people receiving personal care.

People’s experience of using this service and what we found

People and relatives told us they felt safe using the service. They knew how to report a concern or complaint and were confident the registered manager would deal with it appropriately.

People were assessed for their health and social care needs. Care plans were person-centred, and people and relatives told us they were consulted and contributed to the planning of care.

Staff spoke with compassion when talking about the people they cared for. People and relatives told us staff were kind and caring and treated them with dignity and respect.

People appreciated receiving care from a regular group of care staff who usually arrived on time. People told us that staff always attended and if they were going to be late, they would receive a telephone call. People told us they were always introduced to new staff and that staff wore uniform and photographic identification badge.

There was management oversight of the service. People and relatives told us the management team conducted spot checks to ensure staff were meeting expected standards of care. This also gave them an opportunity to speak directly with the registered manager. Surveys and telephone interviews to people and relatives were carried out to gain feedback on the service provided.

Communication with the service was described as excellent and relatives told us the registered manager responded to telephone calls and emails promptly. The service had recently introduced a ‘customer magazine’ which was sent to all people using the service and contained topical subjects and information about the service.

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.

Staff recruitment processes were robust and there was an induction programme for new staff. Staff received on-line and face to face training as well as competency observations. Regular supervisions were conducted, and staff meetings were held.

Staff received training in infection control and they told us they had enough gloves and aprons to carry out their work safely. Medicine administration records were audited monthly and those reviewed showed that people received their medicine as prescribed.

The registered manager acknowledged that loneliness and isolation are sometimes felt by people living alone and was proactive with gaining links with community organisations. The service had introduced social events at their office such as coffee mornings, where people or relatives could attend to meet with others.

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

This service was registered with us on 05 March 2019 and this is the first inspection.

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.