Helping Hands Hertford

Risks to people’s health, wellbeing and safety were identified and assessed. Whilst we noted some inconsistencies between two people’s assessments and their support plans, any potential impact on people was minimised by staff knowledge and awareness.

Systems were in place to ensure staff were deployed consistently. There were occasions where staff arrived late or early to provide care, which the registered manager confirmed was an area they were focussed on improving; however, people and their relatives gave positive feedback about staff describing them as kind, helpful and friendly and they expressed no concerns.

Safe recruitment processes were followed, and staff received a range of training. Spot checks, supervision and appraisals were completed to support all staff.

Safeguarding processes in place were effective. There were systems in place to report, record, and subsequently analyse any untoward events that might occur. Where referrals were needed to outside agencies, including the local authority, these were completed in a timely manner.

People were supported to maintain a safe environment in their homes, both for themselves and staff. Infection prevention and control measures were in place, alongside and up to date policy.

Where people required it, medicines were managed safely and administered in accordance with the prescriber’s instructions. Checks and audits were in place.

People, relatives and staff all offered positive feedback about their experiences of the service. They told us that the registered manager was approachable, supportive and receptive to any feedback they gave.

The provider had a structured quality assurance system in place, with checks and audits routinely being completed to monitor the performance of the service. Information was freely shared with staff to give feedback, inform of any changes and to recognise good practice.

Systems in place enabled the registered manager to have effective oversight and take action where improvements or changes were needed. They were committed to delivering a high-quality service to people and was open the feedback offered during the assessment process.