24/7 Helping Hands Service Ltd

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

At this inspection we found the provider had made improvements. Systems and processes were in place to assess and monitor the quality of care provided. The registered manager was aware of their legal responsibilities and notified the Care Quality Commission as required. Improved communication and systems ensured the views of people, relatives and staff were sought. The registered manager shared information and learning with the staff team when things went wrong. The provider was no longer in breach of the regulation.

All staff completed an induction and training for their role. Staff training had improved. Staff received further training to increase their knowledge and awareness about specific health conditions that affects people. Staff followed procedures which included safeguarding adults, health and safety and infection control and prevention. Staff were supervised, and their practices were checked to ensure they provided care that people needed.

People told us they felt safe. Risk to people had been assessed and reviewed. Care plans provided staff with guidance to meet their needs safely. People were supported to maintain good health, were supported with their medicines and had accessed health care services when needed. Where assessed, staff prepared food and drink to meet people's dietary needs and requirements.

People were supported by regular reliable staff who knew them and their needs well, which promoted continuity of care. The improved staff recruitment process ensured staff were suitable and safe to work with vulnerable people. Staff knew how to report concerns when people's safety and wellbeing was at risk.

People made decisions about their care which were documented in their care plans and respected by staff. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were supported by kind and caring staff who they trusted and had built positive relationships. People's privacy, dignity and independence was promoted. People were supported by staff who were committed to non-discriminatory practices. People's communication needs were met and understood by staff. People received person centred care. The registered manager and staff had a good understanding of people's needs and their individual preferences. Care plans were personalised and took account of people's lifestyle interests and their cultural needs. Staff worked flexibly to enable people to maintain their independence and contact with family and the wider community friends. People had the opportunity to express their wishes in relation to end of life care.

Everyone we spoke with felt the registered manager was approachable and responsive. People were confident complaints would be listened to and acted on. People's views about the service were sought individually and through surveys.