Helping Hands - East Northumberland

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.

Good infection control procedures were in place and staff followed PPE guidance.

Medicines were managed safely, and a new IT system was in place to monitor this. Care records reflected how people wished to be cared for and included clear details of how staff should do this.

People and their relatives were involved in planning their care and were encouraged to provide feedback regarding the service during reviews and surveys undertaken.

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.

There were enough safely recruited staff available to meet people's needs. Although it was acknowledged that at times recruitment had been slow due to nationwide shortages of care staff.

The vast majority of people, relatives and staff were positive about the changes to the organisation, including the new IT processes the provider had introduced. The provider worked with other healthcare professionals to ensure people received good quality care.

The management team monitored the quality and safety of the service. There was an improved programme of audits and checks in place.