Helping Hands Honiton

Updated 25 December 2021

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 was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

The service had a manager registered with the Care Quality Commission (CQC). 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 two days’ notice of the inspection. This was because it is a small service and we needed to be sure that the registered managers would be in the office to support the inspection.

Inspection activity started on 22 November 2021 and ended on 6 December 2021. We visited the office location on 24 November 2021.

What we did before the inspection

We reviewed information we had received about the service since it registered. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with the registered manager, the nominated individual and a team leader during our visit to their office.

We reviewed further records. This included two people’s care records, two staff files in relation to recruitment and staff supervision, staff training matrix, complaints and compliments, quality monitoring audits and surveys.

The expert by experience contacted people and their relatives to ask for their views about the service. The Expert by Experience spoke with 11 people who use the service and five relatives. The inspector spoke with one person who uses the service as they contacted CQC as they wanted to share their views.

After the inspection

We contacted staff to give them the opportunity to share feedback with us. We received feedback from two of them. We also contacted and health and social care professionals who support people using the service to ask their views. We received a response from three of them.

Updated 25 December 2021

About the service

Helping Hands Honiton, is an agency which provides personal care to people living in their own homes in Honiton and surrounding villages. At the time of the inspection the agency was providing care to 23 people and employed nine staff. The visits undertaken ranged from 30 minutes to 105 minutes.

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

People and relatives told us they felt very safe and relaxed with the staff who supported them.

Risks to people were reduced because people’s individual risks and needs had been assessed and planned for. Staff had access to clear information about people's personal risks and how they should be supported.

In August and September 2021 due to staff shortages the provider had worked closely with the local authority to hand back commissioned packages of care. They ensured people received their packages of care throughout. After this time the registered manager had developed new staff runs to minimise travel time between visits and to try and create more staff consistency for people. This had caused some upheaval for some people and their relatives which was still causing some concerns about the timings of people’s visits. The registered manager told us how they were going to improve communication with people and their relatives to reassure them.

Staff knew how to recognise and report abuse. When a safeguarding concern was raised with the registered manager, they worked with the local authority to minimise any future concerns.

Staff were recruited safely. Staff were trained to administer medicines safely using the providers new electronic care support system. Competency checks were completed to ensure staff were following safe medicine practices.

Staff had received training in infection control and demonstrated an understanding of what personal protective equipment (PPE) should be used when supporting people. People told us that staff wore PPE whilst spending time in their homes. The management team undertook spot checks which included checking staff were using PPE in line with the provider’s policy and current government guidance.

People's needs were assessed and regularly reviewed as and when required if a change occurred. The provider’s training manager ensured staff completed the necessary training to support people’s needs.

Staff supported people with their eating, drinking and to access healthcare support.

People received care and support which was personalised to them and their unique circumstances and wishes. People and their relatives spoke very highly of the way staff cared for them. Comments included, “Can't fault them. They are really genuine”.

People could be assured that if they required support at the end of their lives, they would receive care that was kind and compassionate.

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 confirmed their views were sought and they were involved in making decisions about their care.

The provider had a complaints process and the registered manager had recorded concerns and complaints raised with the service. These had been responded to in line with the providers policy. People and relatives said they knew how to make a complaint. Some were positive about the response they had received regarding their concerns and others were not.

People and relatives, we spoke with were not clear who the registered manager was. Following our feedback, the registered manager sent a letter to people and their relatives to make it clear who they were and gave their direct contact details.

People and their relatives were able to give feedback about their care in a variety of ways. Examples included, through care reviews and surveys.

People could be confident that their care was provided by an agency who monitored risks and followed up to date guidance to keep people safe. The provider had systems and processes in place to retain oversight of people's care and ensure good standards were consistently met.

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 11 August 2020 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date the service was registered.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.