About the service: Helping Hands Harpenden is a domiciliary (home care) care agency. It provides personal care to people living in their own houses and flats.

People’s experience of using this service:

People told us they felt the care and support they received was safe. Staff received training in safeguarding and they knew how to report their concerns internally and externally to safeguarding authorities.

People told us they could rely on staff coming to visit them, however at times staff arrived later than the agreed visit time People told us they were contacted when staff were late. We found that most calls were delivered on time and the registered manager allocated more travel time for staff between visits to improve in this area.

Staff received regular training, the registered manager observed their practical knowledge and competencies. Staff received appropriate training to meet people’s needs.

People and relatives told us they were happy with the care provided by Hand in Hands Harpenden.

People and relatives told us the registered manager was approachable and listened to their concerns when they raised issues with them. Concerns or complaints were recorded and responded following the provider`s complaints policy.

People and relatives told us staff were kind and caring. People`s dignity and privacy were protected.

Care plans were developed when people started using the service, risk assessments were developed for each identified risk to people`s health and wellbeing.

People told us staff were responsive to their needs and supporting them the way they wanted.

The service had policies and procedures in place which were based on current legislation and best practice guidance. Staff received updates when required to ensure lessons were learned when things went wrong.

The registered manager monitored the quality of the service through audits and feedback received from people and relatives. Audits and checks were also in place from the providers management team to ensure best practice. There was evidence that improvements to the service were implemented.

Rating at last inspection: This was the first inspection of the service since they registered with the Care Quality Commission on 12 January 2018.

Why we inspected: This was a planned inspection.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.