Helping Hands Basildon

People were assessed for their health and social care needs. Care plans were person-centred, and people and relatives told us they were consulted and contributed to the planning of care.

Staff spoke with compassion when talking about the people they cared for. People and relatives told us staff were kind and caring and treated them with dignity and respect.

People appreciated receiving care from a regular group of care staff who usually arrived on time. People told us that staff always attended and if they were going to be late, they would receive a telephone call. People told us they were always introduced to new staff and that staff wore uniform and photographic identification badge.

There was management oversight of the service. People and relatives told us the management team conducted spot checks to ensure staff were meeting expected standards of care. This also gave them an opportunity to speak directly with the registered manager. Surveys and telephone interviews to people and relatives were carried out to gain feedback on the service provided.

Communication with the service was described as excellent and relatives told us the registered manager responded to telephone calls and emails promptly. The service had recently introduced a 'customer magazine' which was sent to all people using the service and contained topical subjects and information about the service.

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.

Staff recruitment processes were robust and there was an induction programme for new staff. Staff received on-line and face to face training as well as competency observations. Regular supervisions were conducted, and staff meetings were held.

Staff received training in infection control and they told us they had enough gloves and aprons to carry out their work safely. Medicine administration records were audited monthly and those reviewed showed that people received their medicine as prescribed.

The registered manager acknowledged that loneliness and isolation are sometimes felt by people living alone and was proactive with gaining links with community organisations. The service had introduced social events at their office such as coffee mornings, where people or relatives could attend to meet with others.