This inspection took place on 09 October 2018 and was announced. This was the provider’s first inspection since their registration on 23 October 2017.

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

Not everyone using Helping Hands Richmond receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of our inspection 10 people were receiving support from the service.

There was a registered manager in post at the time of our inspection. 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 received care that was delivered in a safe way, by staff that had been securely vetted. Risks to people were regularly reviewed to ensure that risks were mitigated. Staff knew the action to take if they suspected anyone to be at risk of abuse, and the provider took appropriate action. Any incidents or accidents were investigated to ensure that the likelihood of reoccurrence was reduced. Medicines were administered to people safely, and records showed that people received them at the times that they needed them. Appropriate steps were taken to manage infection control.

Staff received appropriate training to conduct their role through training, supervision and appraisal of their role. People received support to access meals of their choosing and had access to healthcare professionals. Staff understood the principles of the Mental Capacity Act 2005 (MCA) and the provider ensured these were followed. The staff team worked together to ensure that people’s needs were met effectively.

People and relatives felt that the care they received was compassionate and kind. Staff respected people’s privacy and dignity when supporting them. People were involved in decisions about their care, and were encourage to carry out the tasks they were able to, in order to remain independent.

The provider was responsive to people’s needs and ensured that their care needs were regularly reviewed. Care plans reflected people’s preferences and demonstrated their involvement in the planning of their care. People were supported to express any end of life wishes. People and relatives knew how to complaint should they need to.

The registered manager was thought of highly by staff, and they felt supported to carry out their roles. Quality assurance systems were effective in identifying areas for improvement and driving the quality of the service forward. The registered manager took steps to work with other organisations to ensure people received the support they required.