Helping Hands Northwich

The Care Quality Commission (CQC) regulates the personal care and support that people may receive. CQC only inspects where people receive personal care and nursing care. This includes help with tasks related to personal hygiene and eating, and nursing tasks. Where they do, we also consider any wider social care provided.

People, relatives and staff consistently provided positive feedback. People told us they felt safe, valued and well supported, and staff demonstrated a clear understanding of safeguarding, risk management and people’s individual needs. Leaders promoted a positive safety culture and staff felt confident to raise concerns, which were listened to and acted upon.

Care was person-centred, with detailed assessments and care plans reflected people’s preferences, goals and communication needs. Staff worked effectively with health and social care professionals to ensure coordinated care, particularly when people’s needs changed. People were supported to maintain their health, independence and wellbeing, and to make informed decisions about their care. Feedback from people and relatives highlighted the kindness, compassion and dedication of staff, with people describing supportive relationships and examples of staff going above and beyond, including during periods of ill health and end-of-life care.

The service was responsive to people’s needs and promoted equality by removing barriers to accessing care. People knew how to raise concerns and felt confident the service would respond appropriately. Governance arrangements were effective, with regular audits, monitoring and oversight supporting quality and risk management. Leaders demonstrated a commitment to continuous learning, improvement and partnership working to achieve positive outcomes for people.

Staffing levels were sufficient and recruitment processes were generally safe. However, some people and staff reported inconsistencies about the rota, continuity of staff, and concerns about travel time between visits.

Overall, the service was well-led and delivered safe, effective, caring and responsive care, with a culture focused on person-centred support and improving people’s experiences and outcomes.