Helping Hands Horley

The Care Quality Commission (CQC) regulates the personal care and support that people may receive. 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.

We inspected this service remotely, which means we did not physically visit the office location.

People told us they felt safe using the service and were supported by staff who understood their needs well. Systems were in place to protect people from abuse and avoidable harm, with staff confident to report concerns and managers responding appropriately. Risk was managed in a person-centred way, with care plans reflecting people’s preferences and supporting them to remain as independent as possible.

Staffing arrangements were consistent, and staff were trained, supported and able to work effectively together to deliver safe care.

People’s outcomes were positive, supported by detailed, holistic assessments and care plans that guided staff in delivering evidence-based care. Staff worked well with external professionals and responded promptly to changes in people’s health or wellbeing. People and relatives gave positive feedback about the kindness and compassion shown by staff, describing care as personalised and respectful, with dignity promoted at all times. People were involved in decisions about their care and felt listened to when providing feedback.

The service was responsive to people’s needs, with flexible care arrangements and good communication. Leaders promoted an open and inclusive culture, where staff felt valued and able to raise concerns. Governance systems, including audits and incident monitoring, were used to drive improvement and maintain oversight of quality and safety. Overall, the service demonstrated a positive culture, with committed leadership focused on continuous improvement and delivering person-centred care.