Helpful Home Care LTD was rated Good across all five key questions at its October 2016 inspection, with 10 people receiving personal care in their own homes. The service demonstrated strong person-centred practice, consistent staffing, effective governance and a visible, responsive management team.
Concerns (1)
minor
Missed or late visits
: “Records showed that a call had been missed. We discussed this with the registered manager who told us they had identified tis through their monitoring process and had raised the issue with the member of staff.”
Strengths
· People felt safe at all times and risk assessments were reviewed every three months or sooner if circumstances changed
· Staff received comprehensive induction, mandatory training, regular supervision and spot checks to ensure competency
· Consistent staff allocation enabled strong relationships and early identification of changes in people's needs
· Care plans were person-centred, regularly reviewed with people and relatives, and included individual preferences
· Registered manager and care coordinator were visible, accessible leaders who also participated in care delivery
Helpful Home Care LTD, a small domiciliary agency supporting 19 people in Leicester, was rated Good across all five key questions at its June 2019 inspection. The service demonstrated personalised, culturally sensitive care delivered by a well-trained, multilingual team under an engaged registered manager who maintained close relationships with people and their families.
Strengths
· Registered manager knew all people using the service and maintained regular contact with them and their relatives
· Staff were described as kind, caring and compassionate, with people likening them to family members
· Multilingual staff team catered for people from different cultural backgrounds
· Personalised, flexible care delivered punctually with people receiving regular, familiar care workers
· Strong culture of learning and continuous improvement, including following a missed medicines dose
Quality-Statement breakdown (24)
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 to provide consistent, effective, timely careGood
effective: Adapting service, design, decoration to meet people's needsGood
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: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood