This first inspection of Helping Hands Calne, a domiciliary care service supporting 21 people, rated the service Good across all five key questions. Inspectors found people were safe, well-cared for by trained and compassionate staff, and that the service was well-led with robust quality assurance and a positive person-centred culture.
Strengths
· People felt safe and were protected from avoidable harm, with staff trained in safeguarding and confident to report concerns
· Robust recruitment procedures and sufficient staffing, with people reporting punctual visits and no missed visits
· Medicines managed safely by trained and competency-assessed staff, supported by regular audits
· Strong induction and training programme including 12 weeks of training, the Care Certificate, and ongoing eLearning
· Staff demonstrated kind, compassionate, person-centred care and respected privacy, dignity and independence
Quality-Statement breakdown (23)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies; supporting people to access healthcareGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Duty of candour and being open and honest with people when something goes wrongGood
well-led: Managers and staff being clear about their roles; quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood