# Helping Hands - West Northumberland

*Operated by HH Community Care Limited.*

Helping Hands - West Northumberland is a CQC-regulated home-care agency in Hexham.

## CQC Ratings

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

Rating published: 24/02/2023

## Practical info

- Postcode: NE46 3PU
- Registered manager: Smith, Pamela
- Local authority: Northumberland
- Region: North East
- City: Hexham
- Last CQC check: 24/Feb/2023 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Registered manager complied with duty of candour responsibilities
  - Published: 2023-02-24
- Finding
  - Evidence: End of life care documented in care records including resuscitation preferences
  - Published: 2023-02-24
- Finding
  - Evidence: New IT systems introduced to improve recording and quality monitoring; staff mentors invested in to support new starters
  - Published: 2023-02-24
- Finding
  - Evidence: Range of quality assurance audits and checks in place to monitor and continually improve the service
  - Published: 2023-02-24
- Finding
  - Evidence: Staff worked effectively in partnership with other healthcare professionals and escalated concerns in a timely manner
  - Published: 2023-02-24
- Finding
  - Evidence: Care plans were detailed and personalised, reflecting people's individual needs and preferences
  - Published: 2023-02-24
- Finding
  - Evidence: No missed calls reported; safe recruitment procedures followed including references and security checks
  - Published: 2023-02-24
- Finding
  - Evidence: Medicines were safely managed with remote monitoring via a live system and competency checks for staff
  - Published: 2023-02-24
- **communication_with_families** _(minor)_
  - Evidence: 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 you."
  - Published: 2023-02-24

### responsive

- Finding
  - End of life care and support
  - Published: 2023-02-24
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-02-24
- Finding
  - Meeting people's communication needs
  - Published: 2023-02-24
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2023-02-24

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2023-02-24
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2023-02-24
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-02-24
- Finding
  - Staffing and recruitment
  - Published: 2023-02-24
- Finding
  - Using medicines safely
  - Published: 2023-02-24

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-02-24
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-02-24
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-02-24
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-02-24
- Finding
  - Continuous learning and improving care
  - Published: 2023-02-24
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-02-24

## 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/1-4464378565

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