This was Helping Hands (Gloucester) first inspection since reregistration in April 2016 and was announced. The provider was given 48 hours’ notice because the location was a domiciliary care agency (DCA) and we needed to be sure that someone would be in.

Helping Hands DCA provides a personal care service to people living in their own home. On the day of the inspection 80 people were supported by the agency many with their personal care needs.

The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People said; “Yes I feel safe with them. They always chat to me and tell me what they are doing” and “They are very caring.” Another person said; “I couldn’t have anyone nicer.” Staff said; “We are well trained which helps keep people safe and well cared for” and “My only regret, I didn’t start working for them years ago. They are brilliant!” A compliment received at the service by someone who received care recorded; “I would like to say thank you to you all for helping me out in this difficult time and Helping Hands is an "A+" in my book.”

People’s care records were managed electronically and a copy printed off to send to people. They contained information that described what staff needed to do to provide individual care and support. Staff responded promptly to people’s change in needs. When required, relatives and health and social care professionals were involved in identifying people’s needs. People’s preferences, life histories, disabilities and abilities were taken into account, communicated and well documented.

People’s risks were monitored and managed well. The agency had policies and procedures in place which were understood by staff to help protect people and keep them safe.

People were kept safe and protected from discrimination. All staff had completed safeguarding from abuse training. Staff displayed good knowledge on how to report any concerns and described what action they would take to protect people against harm.

People who required assistance were supported and encouraged to maintain a varied, healthy and balanced diet.

People's medicines were managed safely and people told us they were given the prompts required to help ensure they received their medicines as prescribed. One person said; “They always make sure I’ve taken my tablets. It’s lovely.”

People, relatives, staff and professionals were all encouraged to be involved and help drive continuous improvements in the way the service was provided. This helped ensure positive progress was made in the delivery of care and support provided by the service.

The service sought feedback from people and encouraged people to share their concerns and complaints. The registered manager confirmed they investigated any complaints or concerns thoroughly and used the outcome as an opportunity for learning to take place.

All staff had completed training in the Mental Capacity Act. They understood the requirements of the act, and knew how to put this into practice should the need arise.

There were sufficient staff employed to meet people’s needs. Staff were trained and had the correct skills to carry out their roles effectively. The service followed safe recruitment practices to help ensure staff were suitable to work with vulnerable adults. Staff described the management as approachable, very supportive and brilliant. Staff talked positively about their jobs and felt motivated to provide quality care.

There were effective quality assurance systems in place to help drive improvements and ensure positive progress was made in the delivery of care and support provided by the service.