Helping Hands Lutterworth

At the time of inspection 54 people were receiving support with personal care. CQC only assesses support provided to people who receive the regulated activity personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. We inspected the service due to its aged rating.

We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

Governance arrangements did not always provide the level of oversight needed to fully assure the quality of the service. Quality monitoring systems were not applied consistently, and audit processes required further development to support learning and continuous improvement.

Some staff told us they did not always feel well supported by leaders and raised concerns about their wellbeing, including feeling ‘exhausted’. Staff also described a divide between teams, and processes for raising and responding to concerns were not always effective. This meant leaders did not always have full insight into issues affecting the staff team. We have identified a breach in relation to governance at the service. We have requested an action plan from the provider in response to the concerns found at this inspection.

Despite this, staff demonstrated a good understanding of people’s individual preferences and communication needs. They described how they adapted their approach to help people feel heard and understood, and staff and leaders gave examples of how they promoted person‑centred care.

People were involved in assessing their own needs, and staff reviewed assessments in a way which considered people’s communication, personal and health needs. People were treated with kindness and compassion.