Able Hands Healthcare Ltd

“People were receiving an overall good service. However, we identified inconsistencies within some care plans and risk assessments related to medicines. For example, care plans stated people received support with their medicines but also stated people could self-medicate. Records did not always accurately reflect people's current needs. These concerns were a risk to people, but we did not identify any impact on the care they received.”

“We discussed these issues with the provider during the assessment. The provider reviewed and updated the records immediately and provided assurance that additional auditing measures would be introduced to strengthen oversight and help identify and address any gaps or inconsistencies in care records at an earlier stage.”

“The provider had systems in place to safeguard people from abuse and neglect. Staff received safeguarding training, understood different types of abuse and knew how to report concerns. Risks to people's health, safety and wellbeing were assessed and managed, including risks associated with falls, mobility, skin integrity, medicines, fire safety and the home environment. Staff worked to promote independence while reducing risks and supporting people to remain safe.”

“People received support from a staff team that was well trained, skilled and supported. Recruitment processes were robust, and staff received induction, training, supervision, spot checks and appraisals. Staff spoke positively about the leadership and culture of the service. One staff member told us, “The registered manager is easy to talk to. They are very supportive.” Another said, “I don’t feel stress coming to work. If I have personal issues that mean I’m unable to come to work, I don’t feel scared talking to the manager about it because they are understanding and easy to talk to.””

“They understood the importance of consent and person-centred care. One staff member told us, “I always offer choices. Even if they refuse, you do not force them for anything. Respect their preferences.” Staff understood people's individual needs, preferences and routines and worked closely with people, relatives and healthcare professionals to achieve positive outcomes.”

“The provider demonstrated a positive approach to learning and improvement. Incidents, complaints, audits and feedback were reviewed and used to improve practice. Following a missed visit, the provider identified weaknesses in communication and oversight arrangements and invested in an electronic care management system to improve monitoring and accountability. Learning was shared with staff through meetings, supervision and training.”

“The registered manager was experienced, visible and promoted an open and supportive culture. Staff felt confident raising concerns and contributing ideas for improvement. Whistleblowing and ‘Freedom to Speak Up’ arrangements were in place, and staff told us they felt listened to and supported.”