Hands of Hope Health Care Limited

There were robust recruitment practices in place and sufficient staffing levels to meet people's needs.

The registered manager told us at the time of this inspection staff did not administer medicines. People's relatives undertook the responsibility for this. However, the registered manager said all staff received appropriate training. This together with appropriate supervision and monitoring meant if required staff had clear guidance to follow and people would receive their medicines safely.

The provider ensured that all their staff received appropriate training and support to understand and to manage COVID-19. This included best practice for infection control and the use of PPE. Staff also received appropriate guidance on how to support people with dementia to understand the pandemic and COVID-19. The provider made appropriate support services available to staff in order to support their mental wellbeing through the pandemic and if they became unwell and when they returned to work.

There were systems in place to ensure that accidents, incidents and risks were appropriately recorded and included details of preventive strategies used by the service to reduce the likelihood of events occurring in the future.

Assessments were thorough and expected outcomes were identified. Support plans were reviewed and updated as people's needs changed. People were supported by staff who knew them well and were able to identify people's likes and dislikes. They were supported to eat and drink according to their dietary requirements taking into consideration people's preferences.

Staff received comprehensive training in all the necessary areas of their work. Staff had regular supervision with the registered manager, and they told us they felt supported.

People told us they were treated with dignity and respect. This was echoed by people's relatives. They told us staff had the right skills to deliver appropriate care and support. Staff were able to communicate with

people well. Information was provided in various formats where required to meet people's communication needs.

People and their relatives were confident that any feedback whether this was positive or negative would be addressed appropriately and resolved by the registered manager. They told us the registered manager welcomed feedback and they said complaints were dealt with swiftly and professionally.

People told us they thought the service was well led and that they were very happy with the support they received.

There were effective systems in place to monitor the quality of the service provided to people which ensured good governance. Technology was used effectively by the provider to ensure people were informed promptly about potentially missed or late calls. The service had systems in place to notify the appropriate authorities where concerns were identified. The culture of the service was positive, open and person centred.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk