Helping Hands Birmingham

Staff had received training in infection control and demonstrated an understanding of what personal protective equipment (PPE) should be used when supporting people. People told us that staff wore PPE (personal protective equipment) whilst spending time in their homes.

People's needs were assessed and staff with the right skills helped to meet these. Staff supported people with their eating, drinking and to access healthcare support.

There was an enthusiastic, positive and caring culture amongst staff at the service. Staff had good knowledge about the people they supported and told us they enjoyed working at the service. People were cared for by staff with sincerity, kindness and compassion and in a calm unhurried manner. Staff supported people in a dignified and respectful way. People's independence was promoted and respected.

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.

Complaints were effectively resolved and actions taken were effective to prevent similar issues in future.

People and their relatives were able to give feedback about their care in a variety of ways. Examples included satisfaction surveys and during spot checks which monitored staff performance. The provider had systems and processes in place to retain oversight of people's care and ensure good standards were consistently met.