Helping Hands Widnes

Not everyone who used the service received personal care. The Care Quality Commission (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 and choices were assessed to make sure the service was right for them. Staff were knowledgeable about people and provided them with the care and support they needed in a way they preferred. 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. Staff were inducted into their role and received the ongoing support and training they needed to carry out their role effectively. Where it was required staff supported people's healthcare and nutritional needs.

People were treated well and with respect. People and family members described staff as caring, kind, thoughtful and patient. Positive and trusting relationships had been built between staff, people and family members. Staff respected people's privacy, dignity and independence and their right to confidentiality. People and family members were encouraged to express their views and opinions and make decisions about the care provided.

The service complied with the Accessible Information Standards. People were provided with information in a way they could understand.

Care was planned and delivered in a person-centred way. Staff treated people as individuals and provided their care and support in a way which reflected their needs and preferences. Staff were knowledgeable about people, they knew their likes, dislikes and what was important to them. People and family members were provided with information about how to complain and they were confident about complaining should they need to. Concerns and complaints were responded to in a timely way and improvements were made to the service were needed.

The registered manager and staff were clear about their role and responsibilities. People, family members and staff spoke positively about the way the service was managed, describing managers as supportive and approachable. There were effective systems to monitor the quality and safety of the service which included obtaining the views of people and others. There was good partnership working with others to make sure people received consistent care and support with good outcomes.