Help at Home Leicester

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.

People's safety was promoted by staff who followed guidance on how to reduce potential risk. People were supported by sufficient numbers of staff who had undergone a robust recruitment process. People were supported with their medicines. Staff training in key safety areas promoted people's safety, which included staff knowledge and understanding of reporting potential safeguarding concerns, and following infection control procedures.

The provider had developed a contingency plan in response to Covid-19, and had adopted government guidance. People's needs had been considered, and people and family members contacted to discuss their care during the pandemic. To reduce the potential spread of infection, paper-based information, including copies off rotas and surveys were no longer used. This meant all communications were via e-mail or phone.

People's records detailed potential risks associated with their care, and provided clear guidance for staff as to how to minimise risk. Information was stored electronically, and all information about people's needs was accessible to staff using hand-held devices. Staff updated records to detail the care and support as and when it was provided.

A few people expressed the service from office-based staff was not always timely, and communication could sometimes fall short of their expectations. This had been highlighted by the registered manager as an area for improvement, and personnel changes had been made to bring about improvement.

The provider was aware of their role and responsibilities in meeting their legal obligations. Systems to monitor the quality of the service were in place and were used to develop the service and drive improvement. Records were securely and accurately maintained.