Helping Hands Wigston

Updated 27 April 2023

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 1 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 houses and flats.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

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 registered manager would be in the office to support the inspection.

Inspection activity started on 27 February 2023 and ended on 21 March 2023. We visited the location’s office/service on 3 March 2023.

What we did before the inspection

We reviewed information we had received about the service. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We reviewed care plans for 4 people. We reviewed multiple Medicine Administration Records (MAR) and records relating to accidents and incidents people had. We spoke with 4 people who used the service and 7 family members about their relatives experience of the care provided. We spoke with 3 staff including the registered manager and care staff. We reviewed a range of records that relate to the safety and governance of the service.

Updated 27 April 2023

About the service

Helping Hands Wigston is a domiciliary care service providing the regulated activity personal care, which is help with tasks related to personal hygiene and eating, in people’s own homes. At the time of our inspection there were 47 people receiving personal care using the service.

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

Systems and processes were in place to support people’s safety. People’s needs, including their safety were assessed and monitored. People were supported by staff who had undergone a robust recruitment process. There were sufficient staff to meet people’s needs. Family members spoke of the reliability and good time keeping of the service. People received the support they required with their medicines. Staff worked consistently within the providers policy and procedure for infection prevention and control.

People’s needs were assessed and kept under review and reflected all aspects of people’s care. People and family members contributed to the assessment process. People’s health care needs were documented, and staff liaised with family members regarding people’s health and wellbeing where required. Staff had the required experience, knowledge and training to meet people’s needs, which was kept under review through ongoing assessment of their knowledge and competence.

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.

Family members spoke of the kind and caring approach of staff. Family members said they were involved in decisions about their relative’s care and their views were respected by staff.

People and their family members were involved in the development and reviewing of their care and support package, and the care packages were tailored to reflect people’s preferences. Family members were aware of how to raise a concern. Family members told us they had no concerns about the service.

The providers systems and processes monitored the quality of the service being provided. People’s views and that of family members were sought through surveys, which were analysed and used to identify where improvements were needed. A range of audits were undertaken to monitor the quality of care provided. Staff were supported through ongoing monitoring and good communication, which included regular staff meetings to support the delivery of good quality care.

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 27 September 2021 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

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