This inspection took place on 27 June and 2 July 2018. We spoke with people who use the service and their relatives via telephone on 11 July 2018. The provider was given 48 hours' notice to make sure someone would be in to show us records.

Helping Hands Newcastle is a domiciliary care agency. It provides a service to younger and older adults living in their own homes with a range of care needs. Not everyone using Helping Hands Newcastle receives regulated activity. CQC only inspects the service being received by people provided with ‘personal care,’ that is help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of our inspection there were 42 people using the service, 23 of whom received personal care.

The service provides support to people living in Newcastle, Gateshead, North Tyneside, South Tyneside, Northumberland and Sunderland areas.

The service had a registered manager. 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.

This is the first inspection of this service. The service registered with the Care Quality Commission in April 2017.

During this inspection we found legal requirements were being met and we have given this service an overall rating of good.

People told us they were happy with the care they received. People and relatives felt there were enough staff to carry out visits and said the service was safe.

Staff completed safeguarding adults training as part of their induction, and this was updated regularly. Staff knew how to report concerns and were able to describe various types of abuse. Staff were confident any concerns they had would be taken seriously.

There were thorough recruitment and selection procedures to check new staff were suitable to care for and support vulnerable adults.

Risks to people's health and safety were assessed, managed and reviewed regularly. There were clear risk assessments relating to a person's medicines, mobility, nutrition and other areas of need in care plans.

Medicines were managed safely and medicine records were completed accurately.

People and relatives we spoke with said they were happy with the service and felt staff had the right skills to provide the care they needed.

Staff told us they received appropriate training and opportunities to shadow established staff before providing care on their own. Staff received regular spot checks, supervisions and appraisals.

People had maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People told us care staff were caring, friendly, helpful and respectful. Staff had a good understanding of the importance of treating people with dignity and respect.

Staff spoke fondly about people who used the service and how thy enjoyed their role.

Staff had access to detailed information to help them better understand the needs of people they cared for. This information included a person's life history, hobbies, preferences and daily routine.

Care plans and risk assessments were specific to the needs of the individual and were reviewed regularly and whenever a person's needs changed.

People knew how to complain if they had a concern. People were frequently asked for their views about the service and their feedback was acted upon.

The provider ensured the quality of the service was assessed and monitored by carrying out regular audits of all aspects of the care provided. Staff told us they felt supported by the management team and felt able to voice any concerns they may have. Staff told us there was a positive culture.