Helping Hands Harpenden

Updated 13 March 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

One inspector carried out this inspection.

Helping Hands Harpenden is a domiciliary (home care) care agency. It provides personal care to people living in their own houses and flats. Helping Hands Harpenden provides care and support to older people, younger adults, people living with dementia, people with a physical disability and people with sensory impairments. Not everyone using Helping Hands Harpenden receives the regulated activity of personal care. CQC only inspects the service being received by people provided with personal care, help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. There were 36 people receiving the regulated activity of personal care at the time of the inspection.

The service had a manager registered with the Care Quality Commission. 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.

Notice of inspection: We gave the service 48 hours’ notice of the inspection site visit because we needed to make sure that the registered manager would be in.

Inspection started on 11 February 2019 and ended on 13 February 2019. The day before we visited the office we contacted staff and relatives by telephone to explore their experiences. We visited the office location on 12 February 2019, we spoke with the registered manager and staff. We reviewed care records, policies and procedures and other documents relating to the service.

Before the inspection we gathered and reviewed information that we received from the provider on the provider information return (PIR). This is a document that the provider sent us saying how they were meeting the regulations, identified any key achievements and any plans for improvement. We also reviewed all information received from external sources such as the local authority and reviews of the service. We spoke with people who used the service and their relatives.

During the inspection we:

Spoke with one care staff, Head of home care, the area manager and the registered manager We gathered information from two care plans which included all aspects of care and risk. We looked at three staff files including all aspects of recruitment, supervisions, and training records.

We also looked at records of accidents, incidents, complaints audits, surveys and minutes of staff meetings. We checked the provider`s policies and procedures relating to the management of the service.

Following the inspection we:

Reviewed information we requested such as training documents and we spoke with four staff, three relatives and seven people who used the service.

Updated 13 March 2019

About the service: Helping Hands Harpenden is a domiciliary (home care) care agency. It provides personal care to people living in their own houses and flats.

People’s experience of using this service:

People told us they felt the care and support they received was safe. Staff received training in safeguarding and they knew how to report their concerns internally and externally to safeguarding authorities.

People told us they could rely on staff coming to visit them, however at times staff arrived later than the agreed visit time People told us they were contacted when staff were late. We found that most calls were delivered on time and the registered manager allocated more travel time for staff between visits to improve in this area.

Staff received regular training, the registered manager observed their practical knowledge and competencies. Staff received appropriate training to meet people’s needs.

People and relatives told us they were happy with the care provided by Hand in Hands Harpenden.

People and relatives told us the registered manager was approachable and listened to their concerns when they raised issues with them. Concerns or complaints were recorded and responded following the provider`s complaints policy.

People and relatives told us staff were kind and caring. People`s dignity and privacy were protected.

Care plans were developed when people started using the service, risk assessments were developed for each identified risk to people`s health and wellbeing.

People told us staff were responsive to their needs and supporting them the way they wanted.

The service had policies and procedures in place which were based on current legislation and best practice guidance. Staff received updates when required to ensure lessons were learned when things went wrong.

The registered manager monitored the quality of the service through audits and feedback received from people and relatives. Audits and checks were also in place from the providers management team to ensure best practice. There was evidence that improvements to the service were implemented.

Rating at last inspection: This was the first inspection of the service since they registered with the Care Quality Commission on 12 January 2018.

Why we inspected: This was a planned inspection.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.