The Care Quality Commission
  • Services in your home
  • Homecare service

Helping Hands Hertford

Overall: Good read more about inspection ratings

20, St. Andrew Street, Hertford, SG14 1JA (01992) 945947

Provided and run by:
Midshires Care Limited

All Inspections

During an assessment under our new approach

Helping Hands Hertford is a domiciliary care agency registered to provide personal care to people in their own homes. This was the first assessment carried out under our single assessment framework. This assessment was announced. Assessment activity started on 29 July and ended on 03 September 2024. At the time of our assessment, the service was providing the regulated activity to 39 people. We looked at a total of 15 quality statements, all of which were in the safe and well led key question. At our last inspection (report published 12 June 2021) the service was rated Requires Improvement, and we found a breach in regulation. At this assessment we found improvements had been made. The provider is no longer in breach of regulation. People, relatives and staff all offered positive feedback about their experiences of the service. Whilst we noted some inconsistencies, in particular the timeliness of calls and discrepancies within some records, any risks to people were mitigated by the knowledge and awareness of the staff. The provider had a system of audit and checks in place. Where we identified improvements, the registered manager was receptive, took immediate action where needed and provided assurances of the further action they had planned. Safeguarding processes were effective and any untoward events were reported, recorded and referred where required. Safe recruitment processes were followed and training, spot checks and supervision supported staff in their roles. Information was freely shared with staff to give feedback, inform of any changes and to recognise good practice.

5 May 2021

During a routine inspection

About the service

Helping Hands Hertford is a domiciliary care agency and registered to provide personal care to older people in their own homes.

Not everyone using Helping Hands Hertford receives a regulated activity; CQC only inspects the service being received by people provided with 'personal care' which 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 this inspection 14 people were receiving personal care.

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

The management team had not always taken appropriate actions following incidents. Learning and sharing best practice from incidents needed embedding with staff.

Risks to people’s health, safety and well-being were identified but not always assessed to manage these risks.

Staff received training and support to enable them to carry out their roles. However, further higher level training was required in areas such as dementia.

Regular checks and audits of the quality and safety of care had not been effectively carried out to identify the required improvements found at this inspection.

People were safe and protected from avoidable harm because staff knew how to identify and report any concerns relating to the risk of abuse. Staff were knowledgeable about people’s changing needs and how to support these. People were supported by staff who were recruited following a robust process. People’s medicines were managed safely. Staff had received training in infection control practices and personal protective equipment such as gloves and aprons were provided for them.

Before care started assessments were completed to make sure people`s needs could be met. People's dietary needs and requirements were identified in their care plans and staff had a good understanding of how to support people with these.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff and the management team knew people well and they sought professional advice appropriately as people’s needs changed. Relatives praised the kind and caring nature of the staff team.

People and relatives knew about their care and were in control of the support they needed. People received care and support as they wanted and in a manner they wanted. Relatives were confident to raise concerns with the management team.

The management team was committed to developing and improving the service to deliver a high standard of care to the people they supported. Relatives and staff spoke highly of the management team and told us that they were always available and supportive.

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 29 May 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.