Helping Hands Chigwell

Updated 12 June 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 team consisted of two inspectors. To support the inspection, one inspector reviewed records and contacted staff who were working for the service, to gain their view. One inspector visited the service location. An Expert by Experience assisted with telephone calls to people and relatives to gain their view of the care provided. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

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

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 a short notice period of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started 23 April 2021 and ended on 7 May 2021. We visited the office location on 30 April 2021.

What we did before the inspection

Prior to the inspection we reviewed the information we held about the service. The provider was not asked to complete a provider information return prior to this inspection as this requirement had been suspended due to the COVID-19 pandemic. 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 seven people who used the service and six relatives about their experience of the care provided. We spoke with nine members of staff including the registered manager, carer training practitioner, care coordinator and care staff.

We reviewed a range of records. This included four 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 continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.

Updated 12 June 2021

About the service

Helping Hands Chigwell is a domiciliary care agency providing personal care to people in their own homes. At the time of inspection, the service was providing support to 75 people with 54 people receiving personal care.

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 service had systems in place to keep people safe. People and their relatives told us they felt comfortable and safe with the staff. Staff had received training for adult safeguarding, knew how to raise a concern and were confident it would be dealt with appropriately. The service had not received any complaints within the last year and people told us any concerns raised were dealt with promptly.

Care plans were person-centred and contained clear guidance for staff. People were involved in their care planning. During the COVID-19 pandemic the service continued providing care plan reviews through telephone calls or video communication which people and their relatives appreciated.

Risk assessments were completed, and processes put in place to mitigate risks. 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.

Staff recruitment practices were effective. Staff followed an induction programme, via online and practical training and shadowing experienced staff. The registered nurse oversaw clinical training and the senior team conducted competency observations which ensured staff were confident in practice. Staff received regular supervision to monitor performance and to identify any training needs. Staff meetings were held to share good practice and to discuss current issues.

Staff spoke with compassion when referring to their role and the people they cared for. Staff told us the registered manager and the management team were approachable, supportive and always contactable. Staff told us they felt listened to and valued.

Safe infection prevention and control practices were followed. People told us staff always wore personal protective equipment (PPE). People received care from a regular staff group who never missed a call. People told us staff were kind, treated them with dignity and respect and promoted their independence.

Quality assurance monitoring was conducted through regular audits and staff spot checks. The service had a management structure in place to ensure continued oversight of the service. The registered manager spoke with enthusiasm about the service and led by example. The registered manager received support from organisation’s senior team and management meetings were held with other branch managers to share good 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 4 July 2019 and this is the first inspection.

Why we inspected

This was a planned 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.