# 24/7 Helping Hands Service Ltd

24/7 Helping Hands Service Ltd is a CQC-regulated home-care agency in Leicester.

## CQC Ratings

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

Rating published: 07/01/2020

## Practical info

- Postcode: LE2 5HD
- Registered manager: Waraich, Paramjit
- Local authority: Leicestershire
- Region: East Midlands
- City: Leicester
- Last CQC check: 07/Jan/2020 - 00:00

## Inspection findings

### caring

- Finding
  - Kind, caring and respectful staff
  - Published: 2022-05-26

### effective

- Finding
  - Staff training, supervision and appraisal
  - Published: 2022-05-26

### Other

- Finding
  - Evidence: Management was approachable and supportive of staff; people felt listened to
  - Published: 2022-05-26
- Finding
  - Evidence: Sufficient staffing levels with no missed calls reported by people
  - Published: 2022-05-26
- Finding
  - Evidence: Infection control practices observed - staff wore gloves and aprons and changed them between tasks
  - Published: 2022-05-26
- Finding
  - Evidence: Medicines were administered safely with no reported issues
  - Published: 2022-05-26
- Finding
  - Evidence: Staff supported people to maintain independence and respected cultural and religious needs (e.g. halal food, first-language staff)
  - Published: 2022-05-26
- Finding
  - Evidence: People and relatives reported staff were friendly, kind, positive and caring
  - Published: 2022-05-26
- **other** _(moderate)_
  - Evidence: the provider had failed to obtain a reference from relevant previous employment in care, as they had not checked the employment history for a member of staff.
  - Published: 2022-05-26
- **record_keeping** _(moderate)_
  - Evidence: Care plans did not always contain detailed information individual to the people using the service, to ensure that their needs were met.
  - Published: 2022-05-26
- **complaints_handling** _(minor)_
  - Evidence: The procedure also implied that complainants could contact CQC if they were not satisfied, to have their complaint investigated. CQC does not have the legal power to investigate complaints.
  - Published: 2022-05-26
- **missed_or_late_visits** _(minor)_
  - Evidence: People and relatives told us that they received a timely service although records showed that some calls had been early or late.
  - Published: 2022-05-26
- **incident_learning** _(moderate)_
  - Evidence: There was no information in place to indicate that any lessons had been learnt from this situation to prevent it from happening again.
  - Published: 2022-05-26
- **staff_competency** _(moderate)_
  - Evidence: Training questionnaires, designed to test whether staff had sufficient knowledge of the subject after completing training, had not been assessed by management to test staff competencies.
  - Published: 2022-05-26
- **supervision_appraisal** _(moderate)_
  - Evidence: One staff member who had been in post nearly six months had not yet had supervision. Records of staff appraisal were limited to the staff member's assessments of their own performance
  - Published: 2022-05-26
- **staff_training** _(moderate)_
  - Evidence: staff had not received training on people's specific health conditions such as training on strokes, diabetes and sensory impairment.
  - Published: 2022-05-26
- **care_planning** _(moderate)_
  - Evidence: there was no risk assessment in place for a person recorded as having diabetes. There was also no risk assessment in place for a person who had moving and handling needs.
  - Published: 2022-05-26
- **safeguarding** _(critical)_
  - Evidence: a staff record indicated a person using the service could have been abused. This had not been reported to the safeguarding authority or to CQC as legally required.
  - Published: 2022-05-26
- **governance** _(critical)_
  - Evidence: The provider did not have suitable systems and processes in place to assess, monitor and improve the quality of the service... breach of Regulation 17
  - Published: 2022-05-26

### responsive

- Finding
  - Person-centred and responsive care
  - Published: 2022-05-26
- Finding
  - End of life care and support
  - Published: 2022-05-26
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-05-26
- Finding
  - Supporting people to develop and maintain relationships
  - Published: 2022-05-26
- Finding
  - Meeting people's communication needs
  - Published: 2022-05-26

### safe

- Finding
  - Risk assessments and safe recruitment
  - Published: 2022-05-26

### well_led

- Finding
  - Quality assurance and governance
  - Published: 2022-05-26
- Finding
  - Continuous learning and improving care; working in partnership with others
  - Published: 2022-05-26
- Finding
  - Engaging and involving people, the public and staff
  - Published: 2022-05-26
- Finding
  - Promoting a positive, person-centred culture
  - Published: 2022-05-26
- Finding
  - Duty of candour, roles, quality performance and regulatory requirements
  - Published: 2022-05-26

## 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/1-1828687521

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