This was an announced comprehensive inspection which took place on 4 and 6 July 2018. This was the first inspection since the service was registered with Care Quality Commission (CQC).

This service is a domiciliary care agency. It provides the regulated activity personal care to people living in their own houses and flats in the community. It provides a service to older adults.

Not everyone being supported by Helping Hands receives a regulated activity; CQC only inspects the ‘personal care’ service being received by people; which includes help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of our inspection there were 34 people using the service who were receiving support with personal care.

The service is required to have a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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. The service had a registered manager. The registered manager was newly registered with CQC, they had worked for the service for some time so knew people well. We found them to be caring and committed to providing a good quality person centred service. Other managers and staff we spoke with during our inspection shared their values and commitment.

Everyone we spoke with was positive about the registered manager, the service and the way the company was run. Staff we spoke with told us, “I love it. Its structured and well organised.”

There was a safe system of recruitment in place which helped protect people who used the service from unsuitable staff. Staff were receiving training and regular supervision sessions and appraisal. This meant that staff were being appropriately guided and supported to fulfil their job roles effectively.

Medicines were managed safely and people received their medicines as prescribed.

Staff were aware of how to protect people from harm. Risks to people who used the service and staff were assessed. Guidance was given to staff on how to minimise those risks.

Suitable arrangements were in place to help ensure people’s health and nutritional needs were met. Staff were aware of infection control procedures.

Detailed assessments of people’s support needs were carried out before people started to use the service. Care records developed from these were very person centred and included what was important to and for the person, including their routines, interests and preferences. People were supported in their own homes and to access community activities.

Care and support provided was reviewed regularly and people and those important to them were involved in the reviews.

People were consulted about the care provided and staff always sought their consent before providing support. The requirements of the Mental Capacity Act (MCA) 2005 were being met.

Care visits were well organised and people told us visits were very rarely late or missed. People told us they usually had regular staff.

People told us staff were nice and caring. Staff knew people well and demonstrated to us they enjoyed the work they did and took pride in supporting people well. All the staff we spoke with placed great importance of maintaining and promoting people’s independence.

There were robust systems in place to audit and monitor the quality of the service provided. Staff and people’s views on the service and the company were sought.

Staff good practice was recognised and encouraged. Staff felt valued.

The service had notified CQC of any accidents, serious incidents, and safeguarding allegations as they are required to do.