Helping Hands Northallerton

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. This is the first inspection for this service. This key question has been rated good. This meant people were safe and protected from avoidable harm.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service had a proactive and positive culture of safety, based on openness and honesty. They listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. The service had a culture of safety and learning. Thorough checks were undertaken on all aspects of the service. Risks that were identified from these were assessed, managed and monitored. The service was proactive in encouraging staff to report all incidents and had developed a culture of openness. Staff explained the process about how they would report concerns and how action would be taken on these. A staff member explained, “I would phone the office to report any incident and write in the notes.” Another staff member told us, “Lessons learned are shared in staff meetings.”

The service worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services. The service kept accurate and detailed records about people’s safety and care needs. Staff confirmed there was effective communication when people started using the service. Staff told us the care plans were always kept updated. A staff member told us, “We are given lengthy care plans with lots of information.” Another said, “The care plans are updated regularly.”

The service worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. They concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The service shared concerns quickly and appropriately. People told us they felt safe. The service and staff had a strong understanding of safeguarding and how to take appropriate action. Staff confirmed they received regular training. Effective systems were in place to ensure people were protected from abuse. A staff member confirmed they felt people were safe. They told us, “If I didn’t, I’d speak to the girls (staff) or speak to the office. I have the telephone number for the office.” When asked if people were safe another staff member said, “Yes. If I didn’t, I’d let management know.”

The service worked with people to understand and manage risks by thinking holistically. They provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. Care plans contained detailed risk assessments about all aspects of people’s care. People had been involved in these risk assessments and had contributed to how their risks were managed. Risk assessments showed how people were supported in the least restrictive way possible. Staff were provided with information about the environment, the person and their care needs. For example, one person was cared for on the upper floor of their home and staff were provided with guidance about what to do in the event of a fire. A staff member told us, “Care plans are very detailed. There is enough time to read the care plans and understand how to support people to stay safe.”

The service detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. The service had procedures for detecting and controlling, where possible, the environment in which staff were delivering people’s care. For example, checks were undertaking and noted in care plans about whether the person’s home had a smoke detector and where the gas, electricity and water stops were located. Care plans recorded all equipment relating to a person’s care and when checks had taken place, and when these required re-checking.

The service made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs. A thorough and robust recruitment system was in place. The service had identified the need to keep potential staff engaged throughout. Staff undertook a pre-employment induction learning about the organisation and the skills required. Staff received mandatory training and shadowed more experienced staff as part of their induction process. A person confirmed, “They (staff) shadow before they start.” People told us staff had been appropriately trained and had the right skills to meet their needs. They said, “Yes, (they have been trained), and they know what they are doing.” A staff member explained, “I’m new to care and still have a bit to learn. I’m not all of the way through the training yet. They have been really good and eased me into the role. [Name of experienced staff member] has been brilliant.” Another staff member told us, “There was a lot of supervision before going out. I wasn’t comfortable at first and asked for extra support and I was given extra support.” People confirmed staff usually arrived at the planned time for their care. One staff member told us, “I get the same rota every day and care for the same people.”

The service assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly. The service clearly documented how they assessed and managed the risk of infection. Staff were thoroughly trained. The service provided staff with appropriate Personal Protective Equipment (PPE). People’s wishes about what PPE they preferred staff to wear was documented in care plans and staff were provided with detailed instructions about what to wear and how this should be disposed.

The service made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. They involved people in planning, including when changes happened. People were supported to receive their medicines as prescribed. Robust systems were in place to ensure medicines were recorded accurately. Medicine administration was thoroughly monitored and where discrepancies were noted, immediate action was taken. Staff were trained and had their competency to administer medicines checked regularly. When asked about medicines training, a staff member confirmed, “Yes, we receive training on what medicines to administer, to check the dates and boxes, check the name to ensure the medicine is given to the relevant customer, check it’s the right dosage. I have also had medicine supervisions in [people’s] houses.” Another staff member said, “I have also had medicine spot checks from management.”