Helping Hands Gateshead

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

This is the first inspection for this newly registered service. This key question has been rated good. This meant people were safe and protected from avoidable harm. The registered manager had established robust systems to identify safety events and they ensured these were investigated thoroughly and any lessons learnt were embedded in to practice. The registered manager actively promoted using information from lessons learnt to continuously enhance the service. They worked with people and partner organisations to maintain safe systems of care and this was based on openness and honesty. Staff understood safeguarding procedures and referrals were made as needed. The registered manager and staff worked closely with people to understand what being safe meant to them as well as with external professionals around the best way to achieve this aim. Risks were assessed and action taken to mitigate any risks. People were supported to do the things that were important to them and manage any associated risks. Staff followed appropriate infection control measures. Recruitment practices were meeting requirements. There were enough staff to deliver the care package and systems were in place to ensure new care packages could be supported with adequate numbers of staff. Care packages were only accepted when the registered manager and staff were confident the person’s needs could be met. Medicine management was effective. Staff who administered medicines had the appropriate training. Staff followed appropriate infection control measures. The registered manager ensured staff were trained to use equipment and understand how to check items were fit for purpose.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People found the care package met their needs. They felt involved in all aspects of the design of the care package and how it was delivered. Relatives felt the registered manager had created a learning culture. Relatives told us that they felt able to share their feedback about the service. A relative said, "We have good relationship with management and coordinators. The service has worked really smoothly so there hasn't really been any lessons learned in regard to the care provided, but they take on board all of our feedback.”

The registered manager constantly critically reviewed the operation of the service and used all information to assist them to understand themes, reasons for the events and lessons, which could be learned. They actively made changes as and when these were needed. For example, people mentioned they did not like the way food was presented. The registered manager established there were marked differences in how staff made food like sandwiches. In response the management team ran a kitchen session with all the staff and in this they prepared simple meals like sandwiches. These sessions highlighted the different ways people made meals and as a group they all agreed a standard style and to always check with each individual this is what they prefer. Staff found the registered manager encouraged them to be open and transparent with people. They discussed how they prioritised their work to ensure people were safe and well-cared for first. A staff member said, " I love working for Helping Hands. I have previously worked for another company doing the same job and it wasn’t a very good experience. I feel that the office staff go above and beyond to make sure if there is a risk this is sorted, and we are all included so we know what is needed or what has been achieved and the outcome."

Systems were in place to identify any lessons learnt and take appropriate action. The registered manager continually looked at how to enhance the service and involved all the staff and people in thinking about creative ways to ensure the service delivered optimum care and support. There were multiple examples of significant improvements to the well-being of people. For instance, people’s confidence had markedly increased and their ability to stay at home lengthened because staff had been extremely flexible and work around their needs so provided more or less hours, as needed. The registered manager ensured lessons learnt were shared with staff via team meetings, supervision, newsletters. The registered manager could readily identify where gaps existed and acted swiftly to address them. They effectively monitored the quality and safety of the service and ensured people experienced positive outcomes from the support they received. Action plans were used to monitor whether the changes implemented had improved the service. They used all feedback to assist them improve the quality of care.

People felt the service provided safe care and there was a smooth transition when the service started working with people. A relative said, “I have found the service to work really well for me and my mum, she has never had any complaints, finds the staff friendly, punctual as I have when I have met them.”

Staff understood when people required support to reduce the risk of avoidable harm, and risk assessments were in place. A staff member said, “I get to know each individual and make sure that the care plan meets their needs. If there are any changes people’s need I can report this to the management who will then act on it.” The staff also understood the importance of ensuring continuity of care when people moved to and from the service. Staff ensured they spent time with people to learn how best to work with them as they transitioned to services.

The service worked in partnership with other agencies to improve people's opportunities and wellbeing. Visiting professionals told us they were very impressed with the skills and dedication of the staff and how well they supported people. Staff worked as a team to ensure people’s support needs were met.

Systems were in place to ensure people transitioned to the service in a safe manner and there was continuity of care. The registered manager ensured care plans contained pertinent information about people’s needs and preferences. The management team matched people to staff, which enabled them to readily engage with individuals and provide appropriate care. Risk assessments were in place and assisted staff readily identify how to mitigate risks.

People reported they were very happy with the service. Relatives found the service ensured people were safe. A relative said, " Risks are managed in a timely way."

The registered manager discussed how measures were in place to ensure staff understood when to make safeguarding referrals and how they worked as a team to ensure people were protected from harm. Staff made safeguarding referrals when needed. A staff member said, "I constantly feedback if there are any changes in the persons routine or if they’ve communicated how they prefer or have experienced something."

The provider had safeguarding systems in place. When appropriate staff had made safeguarding alerts to the local authority safeguarding team and sent us the required notifications and reports. Staff said they had training and a good understanding of what to do to make sure people were protected from harm or abuse. Staff said and we saw evidence that they had received safeguarding training.

Overall, relatives told us that risks to their loved ones were managed. A relative said, “Care is taken to risk manage all stages with any foreseen problems discussed & resolved.” People were involved in the design of the care package, how it was delivered and felt their suggestions acted upon.

Staff understood when people required support to reduce the risk of avoidable harm. The risk assessments in place were very detailed and effectively assisted staff to safely mitigate risks. A staff member said, “We work closely with the person to find out how best to manage risk and share what we find with the office staff, so care plans can be updated.”

Risk assessments were in place and assisted staff readily identify how to mitigate risks. The registered manager worked with the team to identify where gaps existed and to address them. Risk assessments about care were very detailed, proportionate and effectively assisted staff to safely mitigate risks.

People told us staff had the skills and knowledge to carry out their role effectively and use any equipment safely.

Staff had received training around adopting safe working practices and following best practices guidance. They felt safe working at the service and had access to all the appropriate equipment they needed.

The provider had processes in place to ensure the office was fit for purpose and staff could access equipment as needed. The registered manager made sure staff had received training to support people who had equipment in their homes, which included how it was cleaned, calibrated and safe. They understood what risk assessments were needed to make sure staff followed health and safety guidance. Also the provider had policies in place for this and lone working procedures.

People found the care package met their needs and there were always enough staff to deliver it. A person said, "I’m very happy with them, as the staff always turn up on time and do everything I ask."

Staff reported there were enough care workers to meet people's needs and they work together effectively to provide safe care that meets people’s individual needs. A staff member said, “I can truly say I have found working for Helping Hands Gateshead very good and l do not have any issues. We have customers allocated to us in our area. The management try their best to keep us near to where we live so there is not too much travel time in between each customer so we can be on time for visits. I am very happy with how the visits are organised.”

Robust and safe recruitment practices were in place, and these made sure staff were suitably experienced, competent and able to carry out their role. Recruitment, disciplinary and capability processes were fair and were reviewed to ensure there was no disadvantage based on any specific protected equality characteristic. We saw evidence confirming when there had been changes to individual’s packages of care the provider had worked closely with partners to ensure these changes were delivered safely. The staffing levels and skill mix ensured people received consistently safe, good quality care that meets their needs. The management team closely select staff when providing packages and find commonalities between the person and carers, which encouraged a good relationship and engagement. A relative said, “There has been an occasion when [Person’s name] struggled to engage with a carer. Helping Hands dealt with the issue immediately by selecting 2 alternative carers who are more suited to my mam’s character and needs. This has been a successful move. [Registered manager] explained that the new regular carers have great organisational skills as well as being excellent motivators which is exactly what they needed. Staff receive the support and training they needed to deliver safe care. This included supervision, appraisal and support to develop, and improve services and where needed. Staff received training around all aspects of care including condition specific train and the now required courses around working with people who lived with a learning disability and Autistic people.

People found staff followed expected infection control practices. A person said, "The carers do wear gloves and aprons if they help with personal hygiene tasks."

Staff confirmed they received training on infection control procedures. They had all the equipment they needed to reduce the risk of spreading infections.

The provider had systems in place to mitigate the risks of people and staff from catching and spreading infections. We saw evidence to confirm staff had received infection prevention and control training and their practices were regularly checked.

People’s medicines were managed in a safe manner. One person said, “The girls are good and always make sure I have my medicine on time.”

Staff told us that they received training in how to safely administer medication.

Assessments were produced, and these fully captured people's needs, and these detailed what medication people received. The registered manager completed regular checks to ensure medicines had been given as prescribed and records were accurate. Staff were trained in medicines management and processes were in place to assess whether staff were competent to administer people’s medicines. Staff were given clear guidance on when to administer medicines.