Helping Hands Bristol

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

Safeguarding systems, processes and practices were effective to help ensure people were protected from the risk of abuse and neglect. The service had a balanced and proportionate approach to risk that empowered people and respected the choices they made about their care. Safe recruitment practices helped ensure all staff were suitably experienced, competent, and able to carry out their role. There were appropriate staffing levels and skill mix to make sure people received consistently safe, good quality care that was person centred. Staff received training that was relevant to their roles and responsibilities. They felt they were supported by the registered manager and colleagues. This included team meetings, supervision, and support to personally develop.

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.

We did not look at Learning culture during this assessment. The score for this quality statement is based on the previous rating for Safe.

We did not look at Safe systems, pathways and transitions during this assessment. The score for this quality statement is based on the previous rating for Safe.

Staff understood what constituted abuse and the processes to follow to safeguard people in their care. Policies and procedures were available, and staff had attended safeguarding training updates to refresh their knowledge and understanding. The registered manager and staff recognised their responsibilities and duty of care to raise safeguarding concerns when they suspected an incident or event that may constitute abuse. They notified the relevant agencies including the local authority, CQC and the police. People’s capacity to make decisions was assessed. Assessments were discussed with relevant parties and outcomes recorded. Staff understood the principles of the Mental Capacity Act (2005) and had received training to ensure they knew how to apply these in practice.

Feedback from people and relatives confirmed staff provided care and support that protected people and that they were in good hands. In addition, they felt confident to report any concerns around safety and well-being, they knew who to speak with and felt they were listened to. One person told us, “The care is of a very high standard and I always feel safe and secure in their hands.” The provider’s survey results had scored 100% satisfaction where people felt they received care that made them feel safe and improved their wellbeing. We were provided with examples where the service had taken appropriate actions when concerns had been raised and the local authority safeguarding team had been informed and internal investigations had taken place to help improve practice and prevent recurrence.

Staff took every precaution to help keep people safe from unnecessary harm. They were kind and ensured people were happy and felt safe. They encouraged people to make choices to reduce risks and stay safe, whilst respecting people's rights to make their own decisions. Staff told us immediate action would be taken to keep people safe should any abuse or neglect be suspected. This included working in partnership with other health and social care professionals. Comments included, “I wouldn’t hesitate to speak with the manager if I felt people were not safe”, “We have a responsibility to raise a safeguarding concern with the relevant authorities”, and “I would report any incidents including injuries, falls, medication errors, and missed visits.”

Staff and leaders knew and understood the risks to people in their care. Staff told us risk assessments contained up to date information to help them support people safely and effectively. They had a good level of understanding when identifying potential risks, managing actual risks, and keeping these under review. Staff understood their responsibilities for reporting accidents, incidents, or concerns. Comments from staff included, “It is important for me as a carer to support positive risk taking for clients as this enables people to have as much independence as possible. I follow the care plan and risk assessment whilst listening and observing during a visit and raising any concerns with the office if required”, “Risk assessments are available and provide information on how to support people as safely as possible” and “We encourage clients to be more independent, for example encouraging them to do small exercises to improve mobility.”

Processes and systems such as handovers, care record reviews, service user and relative meetings and staff meetings helped ensure risks continued to be managed safely and were effective in enhancing people’s lives. In addition, the service worked alongside families, significant others and health and social care professionals to help provide a holistic approach to risk management. Written accident and incident documentation was comprehensive. There was evidence of learning from incidents and changes were implemented. Monthly audits helped staff identify trends to avoid further recurrences.

Feedback confirmed people were supported to take risks balanced on their safety and their care needs. One person told us, “I have been able to build a really good rapport with all of my carers and feel a lot happier since starting with Helping Hands. I know I can rely on them for the help I need whilst keeping my independence.” People's capacity had been considered and their right to take informed risks was respected. Through assessment, monitoring and support people were encouraged to be as independent as possible, whilst respecting there may be a degree of risk. The registered manager and staff provided examples of a positive, person-centred approach to the management of risk and this was reflected in people’s records.

We did not look at Safe environments during this assessment. The score for this quality statement is based on the previous rating for Safe.

Systems and processes helped ensure training and supervisions were up to date and supported best practice. Recruitment was seen as an essential part of keeping people safe whilst ensuring they were cared and supported by staff of good character. Safe recruitment procedures were followed. Pre-employment checks had been completed and written references were validated. Disclosure and Barring Service (DBS) checks had been carried out for all staff. A DBS check allows employers to check whether the applicant has had any past convictions that may prevent them from working with vulnerable people.

Feedback from people confirmed there were enough staff to support individuals and consistent staff were deployed wherever possible to ensure continuity of care. Comments included, “Once my care started a routine was soon established and I soon started to get the same group of carers so I had some continuity, which was lovely. I have never had an occasion where a carer hasn't turned up”, “If there is a time a carer is running late or there are any changes the office will ring and let me know” and “The agency endeavour to send regular carers but this is not always possible. It is understandable and usually weekends”, “I am grateful to have the same carer, they know my condition well and how to care for me”. In the provider’s survey 100% of people who used the service said they felt the staff were suitably trained to meet their needs.

There were enough staff available to meet people’s needs. This varied depending on people’s planned activities and in response to people’s changing needs. Comments included, “I think continuity is very important both for the client and the carer. It means that trust can be developed for the client”, “I do attend a visit quite regularly which requires two carers. This can be stressful when you know that another carer is relying on you”, and “When a customer needs 2 carers this is managed effectively.” The registered manager made every effort to allow enough time to travel between visits but respected this could be compromised during peak traffic times or staying longer with a client if they were unwell or there was an emergency. Staff felt confident and competent to care for people and confirmed training they received was effective. Comments included, “The induction was fine. It took me a while to feel fully confident to be working on my own”, “All of my training is up to date. I feel the training that I have received has covered what I need at the moment. If there is anything that I am unsure of, I speak to a member of the team" and “I shadowed another carer and watched how they assisted the customers and I felt very confident when starting, the office would offer me more shadowing if I needed it.” Supervisions and appraisals supported staff to discuss what was going well and where things could improve. They discussed people they cared for and any professional development and training they would like. Comments included, “Both processes are supportive and is an opportunity for me to raise anything that is important to me. I feel very supported by the manager and the team. I never feel silly for asking questions which for me is important”, “Supervisions have been very supportive and this ensures I am doing my job properly” and “The manager is always there if we need to talk about something and regular meetings helps make sure we have a good work life balance."

We did not look at Infection prevention and control during this assessment. The score for this quality statement is based on the previous rating for Safe.

We did not look at Medicines optimisation during this assessment. The score for this quality statement is based on the previous rating for Safe.