Helping Hands Newport Pagnell

Not everyone who used the service received personal care. The Care Quality Commission (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. During this inspection there were 50 people receiving personal care.

People received support from staff who had undergone a robust recruitment process. They were supported by regular, consistent staff who knew them and their needs well.

Where the provider took on the responsibility, people's medicines were safely managed. Systems were in place to control and prevent the spread of infection. The provider ensured that lessons were learned when things went wrong, so that improvements could be made to the service and the care people received.

People's needs, and choices were fully assessed before they received a care package. Staff received an induction and ongoing training that enabled them to have the skills and knowledge to provide effective care.

People were supported to eat and drink enough to maintain their health and well-being. Staff placed a strong emphasis on the dining experience to ensure it was enjoyed by all. For example, staff were able to cook people meals from fresh if they wanted to use this service.

Staff supported people to live healthier lives and access healthcare services. People could be supported to attend healthcare appointments if it was required.

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.

Staff had built up caring and compassionate relationships with the people they provided care to. People and relatives, where appropriate, were involved in the planning of people's care and support. People's privacy and dignity was always maintained.

Care plans were detailed and supported staff to provide personalised care. There was a complaints procedure in place and systems to deal with complaints effectively. The service provided appropriate end of life care to people when required.

The service was well managed. There were systems in place to monitor the quality of the service and actions were taken, and improvements were made when required. Everyone without exception praised highly the registered manager and senior staff team who they said were approachable, resourceful and provided strong leadership.

The service worked in partnership with outside agencies. Staff, people using the services and relatives were encouraged to provide feedback which was analysed and acted upon.