Help at Home Care

The provider consistently demonstrated an exceptional standard of care, placing people at the heart of everything they did. Staff showed genuine compassion, kindness, and respect with people, taking time to understand their individual needs, preferences and life histories. Care and support were tailored to the individual. People had regular opportunities to share their feedback and emphasised that this was valued and listened to by the leaders. This had a positive impact on people’s lives.

Relationships between staff and people were warm, supportive, and built on trust which enabled people to feel valued, listened to, and safe. Care was delivered with dignity and sensitivity. Feedback from people and their relatives was overwhelmingly positive, reflecting a culture where kindness was embedded and where staff consistently went above and beyond to provide person-centred care.

The provider ensured the location was exceptionally well – led, with a clear vision and strong values, which were understood and demonstrated by staff at all levels. Leaders were visible, approachable and highly supportive of staff. There was an open and inclusive culture where staff felt confident to share ideas and raise concerns. There was a strong emphasis on continuous improvement, with robust governance systems which were used to monitor and drive positive change. Staff felt valued, motivated and well supported, which was reflected in high retention rates and the standard of the care which was being delivered. Care staff and the management team had developed strong relationships with people and their families. A collaborative approach was taken which enhanced outcomes and sustained a culture of excellence.

The culture within the service was extremely positive and the provider’s values were embedded. The leaders were extremely competent in their roles and were well supported by the provider. The provider had excellent oversight and governed the service well with robust systems and processes in place to identify and swiftly investigate safety events.

The provider had a strong understanding of safeguarding and people felt safe. People were involved in managing their own risks. People’s homes had safety checks in place to ensure the safety of staff and service users. The provider ensured there were enough staff, who were well trained and well supported by leaders. The provider assessed and managed the risk of infection and made sure medicines were being administered safely.

The provider ensured thorough assessments of people’s needs were completed and regularly reviewed. They worked well with other teams and professionals, encouraged people to live healthier lives, monitored their progress and conditions and were knowledgeable about the importance of people consenting to their care and treatment.