Helping Hands Homecare Services

People were fully supported to express their views and be totally involved in making decisions about their care. The staff were exceptional at helping people to express their views and they used a variety of tools to communicate with people according to their needs.

Respect for people's privacy and dignity was at the heart of the service's culture and values. People and staff felt respected and listened to. The service provided a high standard of care to people with palliative and end of life care needs. They supported families through difficult conversations and offered support to bereaved families.

People received safe care and were protected against avoidable harm, neglect and discrimination. Risks to people's safety were assessed and strategies were put in place to reduce the risks.

People received support from staff who had undergone a robust recruitment process. They were supported by regular live-in staff who knew them and their needs well, which promoted continuity of care. Where the provider took on the responsibility, people's medicines were safely managed. Systems were in place to control and prevent the spread of infection.

People's needs, and choices were fully assessed before they received a care package. Staff received an induction and ongoing training that enabled them to have the skills and knowledge to provide effective care.

Where the provider took on the responsibility, people were supported to eat and drink enough to meet their dietary needs. Staff supported people to live healthier lives and supported them to access healthcare services when required.

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 and their families were fully involved in the care planning and reviews of their care. The provider had a complaints procedure which was accessible to people using the service. This was used effectively when complaints were received.

The management and staff team demonstrated they were passionate about providing good quality care and worked tirelessly to ensure people were cared for not only emotionally but physically.

The service had good governance systems in place to ensure all aspects of the service and peoples care were continuously assessed and monitored. The service worked in partnership with outside agencies.