# Human Support Group Limited - Durham

*Operated by The Human Support Group Limited.*

Human Support Group Limited - Durham is a CQC-regulated home-care agency in Peterlee.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 14/09/2023

## Practical info

- Postcode: SR8 2RR
- Registered manager: Stobbart, Lindsay
- Local authority: County Durham
- Region: North East
- City: Peterlee
- Last CQC check: 14/Sep/2023 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Staff understood MCA principles with appropriate policies and training in place.
  - Published: 2023-09-14
- Finding
  - Evidence: Staff trained in infection prevention and control with PPE supplies maintained.
  - Published: 2023-09-14
- Finding
  - Evidence: Provider engaged people and families via questionnaires and worked in partnership with social workers, district nurses and GPs.
  - Published: 2023-09-14
- Finding
  - Evidence: Positive open culture with staff feeling supported; morale boosted by involved management.
  - Published: 2023-09-14
- Finding
  - Evidence: Regular audits by the manager identified and addressed issues; staff documented care on an electronic system.
  - Published: 2023-09-14
- Finding
  - Evidence: Recruitment checks were completed effectively with appropriate records held.
  - Published: 2023-09-14
- Finding
  - Evidence: Accidents, incidents and safeguarding concerns were recorded, investigated and lessons shared with staff.
  - Published: 2023-09-14
- Finding
  - Evidence: Risk assessments and person-centred care plans were current and guided staff on meeting individual needs.
  - Published: 2023-09-14
- Finding
  - Evidence: Medicines were managed, recorded, and administered safely with appropriate systems in place.
  - Published: 2023-09-14
- **governance** _(minor)_
  - Evidence: At the time of our inspection there was not a registered manager. The manager in post was in the process of registering with CQC.
  - Published: 2023-09-14
- Finding
  - Evidence: Lone working procedures and portable panic alarms issued to all staff
  - Published: 2021-01-24
- Finding
  - Evidence: Complaints handled promptly and professionally; only one minor complaint in 12 months, quickly resolved
  - Published: 2021-01-24
- Finding
  - Evidence: Strong multi-agency partnership working with commissioners, hospital discharge teams, GPs, district nurses and social workers
  - Published: 2021-01-24
- Finding
  - Evidence: Effective quality assurance system including internal audits, spot checks by occupational therapist and senior staff, and quarterly satisfaction surveys
  - Published: 2021-01-24
- Finding
  - Evidence: Staff received supervision four times per year and an annual appraisal
  - Published: 2021-01-24
- Finding
  - Evidence: Comprehensive induction, mandatory training refreshed on a rolling programme, and specialist training (dementia, MCA, re-ablement) provided
  - Published: 2021-01-24
- Finding
  - Evidence: Medicines well managed in line with Royal Pharmaceutical Society Guidelines; people encouraged toward self-management
  - Published: 2021-01-24
- Finding
  - Evidence: No missed calls in the year of operation; sufficient staffing levels with smart-phone call logging
  - Published: 2021-01-24
- Finding
  - Evidence: People were very complimentary about staff, describing them as kind, professional and well-trained
  - Published: 2021-01-24
- Finding
  - Evidence: Personalised care plans and risk assessments in place for every person, reviewed weekly and co-produced with people using the service
  - Published: 2021-01-24
- Finding
  - Evidence: Staff supported through regular supervision and yearly appraisals
  - Published: 2019-06-20
- Finding
  - Evidence: Effective complaints handling with all seven complaints fully investigated
  - Published: 2019-06-20
- Finding
  - Evidence: Good multi-agency working with GPs, pharmacists, occupational therapists and social workers
  - Published: 2019-06-20
- Finding
  - Evidence: Supportive management culture with staff reporting high job satisfaction and feeling valued
  - Published: 2019-06-20
- Finding
  - Evidence: Person-centred reablement approach focused on restoring independence, with outcome-based care plans
  - Published: 2019-06-20
- Finding
  - Evidence: Robust quality monitoring systems including six-monthly surveys and action plans
  - Published: 2019-06-20
- Finding
  - Evidence: Staff well-trained, including Care Certificate induction, with access to ongoing and specialist training
  - Published: 2019-06-20
- Finding
  - Evidence: Medicines managed safely with people supported to administer their own medicines independently
  - Published: 2019-06-20
- Finding
  - Evidence: Effective recruitment processes including DBS checks to ensure only suitable people were employed
  - Published: 2019-06-20
- Finding
  - Evidence: Strong, caring relationships between staff and people using the service, with staff treating people with dignity and respect
  - Published: 2019-06-20

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-1351878267

HomeCare Compass is an independent guide and is not affiliated with the CQC.