Helping Hands Calne

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.

People's needs were assessed, and care plans were in place. People were cared for by staff who had been trained to carry out their roles and who were knowledgeable about the support people needed. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People told us they were cared for by kind and compassionate staff. Staff understood the need to respect people's privacy and dignity. One person said, "The staff all seem to be caring people" and one person's relative said, "We have no problems with them at all, they are amazing, and I can only sing their praises." Staff said they found their role rewarding. One staff member said, "I like knowing that I've left someone happy and in a safe environment, it makes me feel good. I might do a bit extra, like feed the cat or get a bit of extra shopping in if someone needs it. It might not seem very much, but it can mean a lot to a person."

Staff were knowledgeable about people's support needs as well as people's preferences for how they wanted to be cared for. One person said, "I am involved in my care plan and the manager came to see me when it was set up and the staff follow it. Nothing has ever happened that I did not like and all the things they do are done properly." There was a complaints procedure in place and people knew how to complain if they needed to.

There were robust quality assurance processes in place. Regular audits of all aspects of the service were

undertaken. Staff spoke highly of the registered manager. Comments included, "[Registered manager] is great" and, "She's very good, very approachable."