Helping Hands Coventry

People's needs were assessed before they started to receive care visits to make sure their needs could be met. Care plans confirmed how people should receive support and people's experience of their care visits were regularly reviewed to ensure these were completed in accordance with what had been agreed.

People were treated with dignity, respect and kindness. Staff knew people well and provided personalised care. 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's preferences for care were recorded in their care plans to ensure they received care and support in accordance with their wishes.

People received their medicines when needed them. Some improvements to medicine records were identified to make sure it was consistently clear how medicines had been managed.

Staff understood their responsibilities to maintain good infection control practices to prevent the spread of infection and people confirmed staff followed good practice when supporting them.

There were enough suitably trained staff available to meet people's needs, and enough time allocated to care visits to provide the support people required. People confirmed they received the support as agreed and spoke positively of the caring approach of staff. The provider carried out competency checks of staff regularly to make sure they continued to support people safely and appropriately.

Staff worked with other professionals to ensure people received support when needed. Staff supported people to make contact with health care professionals if required.

People knew how to raise any concerns with the agency if needed and confirmed these were responded to and actions taken to resolve them.

There was a quality monitoring system to enable the registered manager and provider to have oversight of the service, and make sure any improvements needed, were identified and acted upon.