Helping Hands Cramlington

During an assessment under our new approach

Date of Assessment: 24 October to 14 November 2024. The service is a care at home service providing personal care and nursing support to older people, younger adults living with dementia, people with nursing care needs, mental health conditions or physical disabilities. At the time of inspection there were 11 people receiving the regulated activity. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. This was the first rated inspection of the service.

Staff spoke positively about working at the service and the people they cared for. People received effective care that met their needs. They were treated with kindness and compassion. Staff protected their privacy and dignity. There were sufficient trained staff who worked well with other professionals to ensure people's needs were met. Most people and relatives told us they received timely and consistent care from staff they knew, however some improvements were needed to roster management and communication to ensure all people received timely and consistent care from staff they knew. People, relatives and staff spoke positively about the service and management. Detailed records provided guidance to ensure people received safe, person-centred care. Risks to people had been assessed and care plans were in place to help mitigate risks as far as possible. Medicines were managed safely. People had choice in their care. Staff made sure people understood and were involved in decisions about their care and treatment. Accidents and incidents were investigated, action taken, and lessons learned. There was an effective quality assurance system to assess the quality of care in the service.

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