Helping Hands Ramsgate, a domiciliary care agency supporting 10 people, received a Good rating across all five key questions at its first inspection in February 2020. The service demonstrated safe, person-centred care with strong leadership, effective governance, consistent staffing, and a compassionate culture that promoted people's dignity and independence.
Strengths
· People felt safe and were protected from abuse; staff understood safeguarding responsibilities and reported confidence in the registered manager's responsiveness.
· Medicines were managed safely with monthly audits, written protocols for 'as required' medicines, and regular competency checks for staff.
· Consistent, safely recruited staff with no missed visits; people were always informed if a carer was running late.
· Staff were kind, caring and built strong relationships with people, taking time to chat and promoting independence.
· Person-centred care with thorough review processes (4-week, 3-month, 6-month reviews) and care plans reflecting individual needs and preferences.
Quality-Statement breakdown (22)
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: Supporting people to live healthier lives, access healthcare services and supportGood
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: How the provider understands and acts on the duty of candourGood
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 staff; working in partnership with othersGood