Operated by HH Community Care Limited

Helping Hands - West Northumberland

GoodRated 24/02/2023Home care · Hexham

CQC Key Questions

Safe

Good

People are protected from abuse and avoidable harm.

Effective

Good

Care achieves good outcomes and quality of life.

Caring

Good

Staff treat people with compassion, dignity, respect.

Responsive

Good

Services are tailored to people's needs.

Well-led

Good

Leadership and culture support quality care.

What inspectors found

24 findings

Note24 Feb 2023
Registered manager complied with duty of candour responsibilities
Note24 Feb 2023
End of life care documented in care records including resuscitation preferences
Note24 Feb 2023
New IT systems introduced to improve recording and quality monitoring; staff mentors invested in to support new starters
Note24 Feb 2023
Range of quality assurance audits and checks in place to monitor and continually improve the service
Note24 Feb 2023
Staff worked effectively in partnership with other healthcare professionals and escalated concerns in a timely manner
Note24 Feb 2023
Care plans were detailed and personalised, reflecting people's individual needs and preferences
Note24 Feb 2023
No missed calls reported; safe recruitment procedures followed including references and security checks
Note24 Feb 2023
Medicines were safely managed with remote monitoring via a live system and competency checks for staff
minorcommunication_with_families24 Feb 2023
A very small number of relatives commented communication could be further improved by responding to messages left. One relative said, "They are alright in the office, but they don't always get back to…

Note24 Feb 2023
End of life care and support
Note24 Feb 2023
Improving care quality in response to complaints or concerns
Note24 Feb 2023
Meeting people's communication needs
Note24 Feb 2023
Planning personalised care to ensure people have choice and control and to meet their needs and preferences

Note24 Feb 2023
Preventing and controlling infection
Note24 Feb 2023
Assessing risk, safety monitoring and management; Learning lessons when things go wrong
Note24 Feb 2023
Systems and processes to safeguard people from the risk of abuse
Note24 Feb 2023
Staffing and recruitment
Note24 Feb 2023
Using medicines safely

Note24 Feb 2023
Working in partnership with others
Note24 Feb 2023
How the provider understands and acts on the duty of candour
Note24 Feb 2023
Promoting a positive culture that is person-centred, open, inclusive and empowering
Note24 Feb 2023
Engaging and involving people using the service, the public and staff
Note24 Feb 2023
Continuous learning and improving care
Note24 Feb 2023
Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements