Helping Hands Chigwell

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.

Care plans were person-centred and contained clear guidance for staff. People were involved in their care planning. During the COVID-19 pandemic the service continued providing care plan reviews through telephone calls or video communication which people and their relatives appreciated.

Risk assessments were completed, and processes put in place to mitigate risks. 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.

Staff recruitment practices were effective. Staff followed an induction programme, via online and practical training and shadowing experienced staff. The registered nurse oversaw clinical training and the senior team conducted competency observations which ensured staff were confident in practice. Staff received regular supervision to monitor performance and to identify any training needs. Staff meetings were held to share good practice and to discuss current issues.

Staff spoke with compassion when referring to their role and the people they cared for. Staff told us the registered manager and the management team were approachable, supportive and always contactable. Staff told us they felt listened to and valued.

Safe infection prevention and control practices were followed. People told us staff always wore personal protective equipment (PPE). People received care from a regular staff group who never missed a call. People told us staff were kind, treated them with dignity and respect and promoted their independence.

Quality assurance monitoring was conducted through regular audits and staff spot checks. The service had a management structure in place to ensure continued oversight of the service. The registered manager

spoke with enthusiasm about the service and led by example. The registered manager received support from organisation's senior team and management meetings were held with other branch managers to share good practice.