First inspection of Helping Hands Cosham, a small domiciliary care agency that had recently returned from voluntary dormancy, rated Good overall and across all five key questions. Minor issues were identified around PRN medication detail, risk information in care plans, supervision frequency, end-of-life training and documentation of lessons learned, all addressed or planned by the registered manager.
Concerns (8)
moderate
Care planning
: “Risks to people with specific medical conditions were not always identified... there was not always enough detail in care plan to reduce risks to people.”
moderateMedication management: “PRN protocols were in place where appropriate, however, did not always include instructions for staff to follow to administer varying doses of medicines.”
minorStaff training: “Staff had not completed end of life training at the time of inspection.”
minorEnd-of-life care: “Staff had not completed end of life training at the time of inspection. We discussed this with the manager who said they would look into arranging training”
minorRecord keeping: “one record had gaps in the employment history. We spoke with the registered manager, who escalated this to the relevant department.”
minorIncident learning: “There was not however, a clear documentation trail reflecting this. We discussed this with the registered manager who advised they would implement this going forward.”
minorSupervision / appraisal: “Due to being, a newly returned from dormancy service, this had not yet been completed, however the registered manager was knowledgeable of the importance of regular supervisions”
minorLeadership: “People were not always clear who the registered manager was... stated they were not aware of the name of the registered manager or how to contact them directly.”
Strengths
· Staff described as kind, caring and passionate; family members spoke positively about care quality
· Person-centred support plans with evidence of people's involvement in creating their care
· Comprehensive induction including face-to-face training, online training, Care Certificate and shadowing
· Inclusive and welcoming culture, including celebration of Pride month
· Strong, approachable management with open-door policy and supportive registered manager
Quality-Statement breakdown (24)
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Staff working with other agencies; supporting people to access healthcare servicesNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesNot rated
responsive: Meeting people's communication needsNot rated
responsive: Supporting people to develop and maintain relationships to avoid social isolationNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: How the provider understands and acts on the duty of candourNot rated
well-led: Managers and staff being clear about their roles; continuous learning and improving careNot rated
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Working in partnership with othersNot rated