# Hands of Hope Health Care Limited

Hands of Hope Health Care Limited is a CQC-regulated home-care agency in Croydon.

## CQC Ratings

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

Rating published: 27/11/2021

## Practical info

- Postcode: CR0 3AA
- Registered manager: Mason, Maureen
- Local authority: Croydon
- Region: London
- City: Croydon
- Last CQC check: 27/Nov/2021 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2022-06-08
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2022-06-08

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-06-08
- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2022-06-08
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2022-06-08
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-06-08
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2022-06-08

### Other

- Finding
  - Evidence: Appropriate complaints policy and procedure in place
  - Published: 2022-06-08
- Finding
  - Evidence: Open and transparent culture with an approachable registered manager
  - Published: 2022-06-08
- Finding
  - Evidence: Person reported staff were kind, polite, punctual and respected their privacy and dignity
  - Published: 2022-06-08
- Finding
  - Evidence: Care plans were personalised with detail about preferences, history, likes and dislikes
  - Published: 2022-06-08
- Finding
  - Evidence: Staff received comprehensive induction, annual refresher training and regular one-to-one supervision plus spot checks
  - Published: 2022-06-08
- Finding
  - Evidence: Robust recruitment procedures including DBS, identity checks and references
  - Published: 2022-06-08
- Finding
  - Evidence: Appropriate safeguarding processes in place with comprehensive risk assessments for people and staff
  - Published: 2022-06-08
- **incident_learning** _(minor)_
  - Evidence: there had been no accidents or incidents reported to date. They said they were implementing a system to review any that arose so they could improve policies and practices where necessary.
  - Published: 2022-06-08
- **end_of_life_care** _(minor)_
  - Evidence: they were not providing end of life care for anyone at present. However, they said they were developing an appropriate policy and procedure to put in place for when this became necessary.
  - Published: 2022-06-08
- **governance** _(minor)_
  - Evidence: they had not yet implemented their feedback questionnaires that were intended to check and audit the work undertaken at the service.
  - Published: 2022-06-08

### responsive

- Finding
  - End of life care and support
  - Published: 2022-06-08
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-06-08
- Finding
  - Planning personalised care to meet people's needs, preferences, interests and give them choice and control
  - Published: 2022-06-08

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2022-06-08
- Finding
  - Preventing and controlling infection
  - Published: 2022-06-08
- Finding
  - Using medicines safely
  - Published: 2022-06-08
- Finding
  - Staffing and recruitment
  - Published: 2022-06-08
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-06-08
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-06-08

### well_led

- Finding
  - Continuous learning and improving care
  - Published: 2022-06-08
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2022-06-08
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2022-06-08
- Finding
  - Planning and promoting person-centred, high-quality care and support with openness; duty of candour
  - Published: 2022-06-08

## 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/1-5271460306

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