Registered Manager: Claire Middleton
Provider Name: Midshires Care Limited
Care Types: Care in your Home • Dementia • Learning disability/autism • Mental Health • Older People • Physical Disability • Sensory Impairment • Supported Living • Supported Living - Learning Disability Only • Younger Adults
Helping Hands has been providing companionship through to complex nursing-led live-in care to people across England and Wales since 1989 and is widely acknowledged to be the country’s most respected provider of the service.
As a values driven family business, we have worked tirelessly over the past 24 years to develop a flexible live in care service that places our customers at its heart. We achieve this through directly employing all of our care staff and training and developing our carers to deliver person centred care in a dignified and respectful way.
OverallRead overall summary
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
We reviewed information received about the service, for example the statutory notifications the service had sent us. A statutory notification is information about important events which the provider is required to send to us by law. We also reviewed information received from members of the public, other healthcare professionals, whistle blowers and people who had raised complaints about the service provided. Before the inspection visits, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We found the PIR reflected the service provided.
Prior to the office visit, six experts by experience contacted people by telephone to ask them what they thought about the service they received. An expert-by-experience is someone who has personal experience of using, or caring for someone who has used this type of service. We spoke with 59 people and 42 relatives of people who used the live in service and we spoke with 13 care staff who provided their care. We spoke with 31 people and six relatives of people who used the hourly service. Speaking with people who received both aspects of the providerâs service gave us the opportunity to see the overall quality of service people received from Helping Hands, based on their personal experience.
Prior to our visit we also contacted 60 care staff by email who worked for the agency and provided care to people living in their home. We received 16 responses from those staff. We also received responses from three staff who supported people who received care from the hourly service to ask them for their views on the quality of the care they provided and the support they received from the provider.
The inspection was conducted by three inspectors on 10 May 2016 and one inspector on 3 June 2016.
During our visits at the office, we spoke with four registered managers, a head of live in care, a senior quality assurance manager, a governance and quality advisor and a further 12 care staff who provide care across both aspects of the service. We checked whether staff had been recruited safely and were trained to deliver the care and support people required. On 3 June 2016 we spoke with a chief operations officer, an operations director, a head of live in care and a registered manager.
We looked at a range of records about peopleâs care including eleven care files. We also looked at other records relating to peopleâs care such as medicine records. This was to assess whether the care people needed was being provided. We reviewed records of the checks the registered managers and the provider made to assure themselves people received a quality service. We also looked at personnel files for three members of staff to check that safe recruitment procedures were in operation, and that staff received appropriate support to continue their professional development.
Last updated 08:28:47 15th May 2017 - Update Now
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