Helping Hands Kensington & Chelsea

What inspectors found

From the Care Quality Commission's assessment published 6 January 2025 (assessment visit 12 April 2024). Quoted under the Open Government Licence.

1. Safe

   GGood Good

   There were enough, appropriately recruited staff, who met people’s needs, and provided them with a safe service. This meant people were supported to live in a safe way. Any risks to people were monitored, assessed, and recorded, by the office management team and staff. Accidents, incidents, and safeguarding concerns were appropriately reported, investigated, and recorded. Staff were trained to administer, prompt, and support people to take their medicines, as required. Staff followed infection control policies, and procedures.

2. Caring

   GGood Good

   Staff encouraged people to be independent, and continue to do things for themselves, wherever possible. They were supported to have choice, control, and make decisions about how and when their support was provided. This positively promoted, and improved their quality of life, self-worth, confidence, and independence. People and their relatives told us staff gave good care and support in a friendly way, paying attention to small details that made all the difference. Staff acknowledged people’s rights to privacy, dignity and confidentiality, and people said they felt respected. People said staff were compassionate, and cared about them. A staff member said, “We care about the people we provide a service for.” However some staff felt the support they received could be improved.

3. Responsive

   GGood Good

   The registered manager, office management team, and staff responded to people’s needs and assessed, reviewed, and appropriately adjusted their care plans when required. This included people’s communication needs. Staff provided people with person-centred care, which gave them choices, and encouraged them to follow their routines, and interests. People were also encouraged to maintain social contact with family and friends to maintain their independence, and minimise social isolation. People were given appropriate information about the service to make their own decisions regarding whether they wished to use it. Complaints were recorded and investigated with outcomes provide.

4. Well-led

   GGood Good

   The provider’s culture was generally open, responsive, positive and the management structure was clearly set out. The provider’s vision and values were easy to understand, and staff understood and followed them. They were aware of their responsibilities, and accountability. Staff were prepared to raise any concerns with the provider and take responsibility for their own conduct. The quality of the service was regularly reviewed, and any required changes made to improve the care and support people received. This was conducted in a way that best suited people. The provider had established effective professional working relationships that promoted the needs of people including those outside its remit. However, some staff did not feel the culture was fully inclusive, and empowering towards them. They didn’t always feel listened to, and said communication could be improved. This was acknowledged by the registered manager, and management team.