We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. 'Right support, right care, right culture' is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it. At the time of the inspection, the location did not provide the regulated activity of personal care for anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group. Helping Hands Poole is a domiciliary care agency providing personal care and support to people living in their own homes. Not everyone who used the service received personal care. At the time of this inspection 41 people were receiving the regulated activity of personal care from the service. 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. We carried out our on-site assessment on the 10 April 2024, off site assessment activity started on 8 April 2024 and ended on 15 April 2024. During this assessment we looked at 5 quality statements: Learning Culture; Safeguarding; Involving people to manage risks; Equity in experiences and outcomes and Governance, management, and sustainability. The inspection was prompted in part due to concerns received about the oversight of the service and safeguarding people from avoidable harm. A decision was made for us to inspect and examine those risks. We found no evidence during this inspection that people are at risk of harm from these concerns.
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Helping Hands Poole received a Good rating across all five key questions at its first CQC inspection in March 2022, supporting 26 people in Dorset. The service demonstrated safe medicine management, robust risk assessment, person-centred care planning and strong leadership, with consistently positive feedback from people, relatives, staff and external professionals.
Strengths
· People and relatives consistently reported feeling safe and well cared for, with staff demonstrating kindness, compassion and respect
· Medicines managed safely via a live electronic system with real-time alerts and regular competency assessments for administering staff
· Robust risk assessments in place covering personal care, environmental risks, fire safety and COVID-19, with clear instructions for staff
· Strong recruitment processes including DBS checks, references and health screening, supported by an electronic recruitment management system
· Quality assurance systems including audits of medicines, care plans and risk assessments with clear action plans overseen by the registered manager
Quality-Statement breakdown (20)
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
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 care; Supporting people to live healthier livesGood
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 preferences; End of life care and supportGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving careGood
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: Engaging and involving people using the service, the public and staff; Working in partnership with othersGood