Helping Hands Shrewsbury & Telford

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People's needs were assessed holistically and consideration was given to their life history, physical and social needs and the outcomes they wished to achieve. People were supported by staff who had completed the Care Certificate and had the knowledge and skills to meet their needs. Staff worked effectively alongside healthcare professionals to ensure people received joined up care that met their needs.

People were supported by staff who treated them with kindness and respect. People and relatives told us staff took an interest in them and their needs. Staff respected people's privacy and dignity. Staff encouraged people to retain their independence and supported them to engage in activities in the local community when they had identified this as a goal.

People and relatives were involved in the care planning and reviewing process and people's care was delivered in line with their assessed needs. Staff knew people well and were aware of their preferences. A complaints policy was in place and any complaints were addressed in line with the policy.

The provider promoted an ethos centred on kindness and delivering person centred care which was disseminated to staff and was evident in the care provided. Staff felt supported by the registered manager. Effective systems were in place to check the quality of the service being provided to people. Electronic systems in place enabled real time quality checks to be undertaken which reduced the risk of late and missed calls. People, relatives and staff were actively encouraged to be involved in the service through the dissemination of newsletters and the provision of opportunities to feedback.

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.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk