Helping Hands Beeston

Updated 12 August 2022

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 Health and Social Care Act 2008.

Inspection team

The inspection was carried out by an inspector and an Expert by Experience (EXE). An EXE 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 houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 1 July and ended on 12 July 2022. We visited the location’s office on 1 July 2022.

What we did before the inspection

We reviewed information we had received about the service since registration. We sought feedback from the local authority, other health and social care professionals and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used all this information to plan our inspection. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.

We used all this information to plan our inspection.

The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.

During the inspection

We spoke with ten people and nine relatives by telephone and we asked them about their experiences of the care provided. We spoke with or received responses to a questionnaire from 13 members of staff. This included, 9 members of the care staff, care coordinator, trainee manager and registered manager.

We reviewed a range of records. This included six people’s care records, medication administration records and the daily notes recorded by care staff. We looked at staff files in relation to recruitment, supervision and training. We also viewed a variety of records relating to the management of the service, including policies and procedures and training records.

Updated 12 August 2022

About the service

Helping Hands Beeston is a domiciliary service providing care for people within their own homes. At the time of our inspection there were 30 people using the service. 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 received safe care that reduced the risk of avoidable harm and neglect. Risks to people’s health and safety had been assessed, monitored and changes to people’s needs were acted on. There were enough suitably skilled and qualified staff that ensured most calls were carried out on time and to people’s satisfaction. People’s medicines were well managed, and staff followed infection control policies and procedures, including COVID-19 guidance to reduce the risk of the spread of infection. Accidents and incidents were reviewed, and the provider learned from mistakes.

People received care that met their health needs and reduced the risk of discrimination. Staff were well trained, supervised and encouraged to develop their roles. People received support with eating enough food and having enough to drink. People were supported to lead healthy lives in accordance with their personal preferences. Staff worked with other organisations to ensure people’s health needs were met.

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 were kind, caring and respectful. They provided care in a dignified way that respected people’s privacy and promoted independence. People were encouraged to follow their chosen religion and staff were culturally sensitive.

People’s care was person-centred. They were supported to make decisions about their care and lead their lives in their chosen way. People were encouraged to lead active lives, meeting friends and family where able. Staff ensured people with a sensory impairment were provided with inclusive ways to give their views about their care. Complaints were handled and responded to appropriately.

The service was well-led. The registered manager has a good understanding of their role. The provider actively sought people’s feedback and improvement plans were in place to address any areas for improvement. People felt the service had improved recently with better communication with office-based staff. People told us they would recommend this service to others. Staff felt their views mattered.

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 4 Mach 2021 and this is the first inspection.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.