Helping Hands Norwich

People were protected from abuse, neglect and discrimination. Staff ensured people's safety and acted when necessary to prevent any harm. We found care plans and risks assessments were mostly thorough. However, we have made a recommendation to ensure all risk were assessed and monitored. People received their medicines according to prescriber's instructions and appropriate infection control practice was in place. Recruitment practice was thorough and ensured there were enough staff of appropriate character to provide consistent support.

Staff received sufficient training and people said staff were skilled in providing their care. Staff monitored people's health and helped them access health and social care services whenever 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 described the staff as caring and considerate. People were encouraged to actively participate in their care planning and were given opportunities to feedback on the service provided. The staff actively encouraged people's independence and dignity.

The care planning was person-centred and a responsive to people's needs and preferences. People knew how to make complaints and any concerns raised were taken seriously and dealt with effectively.

The service had good leadership whom were reported to be approachable, empathetic and organised. The service had good governance systems in place and staff felt well supported. Quality assurance systems in place promoted risk management, learning and improvements.