Background to this inspection
Updated
16 July 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 houses and flats.
There was no registered manager registered with the Care Quality Commission. The registered manager and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. They provider has appointed a new manager who will begin the CQC registration process.
Notice of inspection
We gave a short period notice of the inspection. This was because it is a small service and we needed to be sure that the provider would be in the office to support the inspection.
Inspection activity started on 8 June 2021 and ended on 11 June 2021. We visited the office location on 8 June 2021.
What we did before the inspection
We looked at all the information we held about the service including notifications. A notification is information about events that the registered persons are required, by law, to tell us about. We checked information held by Companies House and we looked at online reviews and relevant social media posts. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.
During the inspection
We spoke with five people who used the service and three relatives about their experience of the care provided. We spoke to the area manager, two registered managers of other locations who are supporting the service and the care coordinator.
We reviewed a range of records. This included three people’s care records and multiple medication records. We looked at three 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 contacted eight members of staff and two professionals. We continued to seek clarification from the provider to validate evidence found.
Updated
16 July 2021
About the service
Helping Hands Newbury is a is a domiciliary care agency providing personal care to people in their own homes. The service supported older people, people living with dementia and people with a physical disability. At the time of this inspection the service was supporting 11 people.
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
The provider did not ensure systems were in place to oversee the service and ensure compliance with the fundamental standards. People told us they felt safe. People and relatives agreed they had no issues with people’s safety. Staff understood their responsibilities to raise concerns and report incidents or allegations of abuse. The staff team followed procedures and practices to control the spread of infection using personal protective equipment. People and their relatives who provided feedback said people were treated with care, respect, and kindness by the staff visiting them.
People told us they felt staff were caring. The service promoted people to be as independent as possible. People felt involved in their care and care plans reviewed regularly to meet the needs of the person.
People’s communication needs were assessed, and staff were aware if a person required further support with their communication. People and relatives told us they were aware of how to raise a complaint with the service.
Policies were in place for when ‘as required’ medicines were included within a person’s medicines chart, meaning there was clear guidance for staff to follow. We identified that records of people with medicines for the skin, such as creams were not in place, however this was rectified during the inspection. People’s risks assessments were clearly written and easy to follow, providing staff with clear guidance for managing risks to people.
The provider recruited staff in accordance with regulations and ensured only staff suitable to support people living in their own home were appointed.
People were supported with their nutrition and staff worked well with people, families and health and social care agencies to support people’s wellbeing.
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.
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 22/07/2020 and this is the first inspection.
Why we inspected This was a planned inspection.
Enforcement
We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to discharge our regulatory enforcement functions required to keep people safe and to hold providers to account where it is necessary for us to do so.
We have identified breaches in relation to good governance at this inspection.
Please see the action we have told the provider to take at the end of this report.
Follow up
We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.