Visto Help Hands Care Limited

Updated 4 September 2019

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 two inspectors.

Service and service type:

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

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 took place over one day on the 7 August 2019.

What we did before inspection:

We reviewed information we had received about the service since the last inspection. 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. 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 telephoned and spoke with a one person and a relative of a person who used the service, this helped us understand their experience of the service. We visited the service’s office to see and speak with the registered manager and another four staff employed by the provider including a team leader, care coordinator, a support worker and the administrator.

We reviewed a range of records. This included two people’s care records and one medicine record. We looked at two 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 records.

Updated 4 September 2019

About the service:

Visto Help Hands Care Limited is a service providing care and support to people in their own home. The registered provider has an office which is situated in the Kendray area of Barnsley. At the time of the inspection the service was providing support to two people. Not everyone who used the service received personal care. Care Quality Commission (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 said they felt safe using the service. Risks to people’s health and safety were assessed and mitigated. When people were supported with medicines this was done safely. There were enough care workers to meet people’s needs. Safe recruitment procedures were operated. People told us they were supported by a regular team of care workers. They said they received their calls on time and the service had never missed a call.

Staff received a range of training and support relevant to their role. Staff told us they felt fully supported and listened to. People were confident care workers had received appropriate training to meet their needs.

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 told us care workers were kind and caring and treated them with respect. Care workers understood the importance of respecting people’s diverse needs and promoting independence.

People’s needs were assessed, and care plans put in place for staff to follow. The service liaised with professionals where required, such as over people’s health needs.

People were supported by a team of staff who were happy in their jobs and well-supported by their manager. The registered manager completed a range of regular checks on the quality and safety 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 and update:

The last rating for this service was requires improvement (published 15 August 2018) and there was a breach of regulation 17, good governance. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

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.