We inspected this service on 29 June and 07 July 2017. The inspection was announced. The provider was given two working days’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be available at the locations office to see us.

Helping Hands Maidstone is registered as a community based domiciliary care agency (DCA) which delivers personal care to people living in their own homes. At the time of our inspection the agency was supporting 74 people. 50 people within the Maidstone area and 24 people in Barnet whilst a new office was being registered with the Care Quality Commission. This was the first comprehensive inspection since the agency was registered at the new address.

At the time of our inspection, there was a registered manager in place who was supported by a senior and local management team. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The registered manager was experienced, motivated and passionate about providing people with a high quality service. Staff felt valued in the role by the registered manager and the management team. The registered manager ensured effective communication between themselves and staff working out in the community. People and staff were asked for feedback on ways to improve the service people received. People were signposted to other organisations which they may find beneficial by the registered manager.

People received a service that was safe and told us they felt safe. Staff and the management team had received training about protecting people from abuse, and they knew what action to take if they suspected abuse. Systems were in place to monitor and review any safeguarding concerns by a dedicated member of staff employed by the provider. The safety of staff who were working out in the community had been assessed with systems put into place to reduce the risk to staff. Risks to people’s safety had been assessed and recorded with measures put into place to manage any hazards identified.

There were enough staff with the right skills and knowledge to meet people’s needs. Staff received the appropriate training to fulfil their role and provide the appropriate support. Staff were supported by the registered manager and the management team who they saw on a regular basis. The registered manager encouraged staff to undertake additional qualifications to develop their skills. A comprehensive induction programme was in place, which all new staff completed. Staff had a clear understanding of their roles and people’s needs. Recruitment practices were safe and checks were carried out to make sure staff were suitable to work with people who needed care and support.

Staff had a full understanding of people’s care and support needs and had the skills and knowledge to meet them. People received consistent support from the same group of staff who knew them well. People’s needs had been assessed to identify the care and support they required. Care and support was planned with people and/or their relatives and reviewed to make sure people continued to have the support they needed. Detailed guidance was provided to staff within a care plan, kept in the person’s home about how to provide all areas of the care and support people needed.

Where staff were involved in assisting people to manage their medicines, they did so safely. Policies and procedures were in place for the safe administration of medicines and staff had been trained to administer medicines safely.

People were supported to remain as healthy as possible. Guidance was available within peoples support plans to inform the staff of any specific health condition support. People were encouraged to maintai