Helping Hands Letchworth

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.

Staff received appropriate training for their roles and people felt they had good knowledge and skills. Staff felt supported by the provider and management team. People told us staff assisted them with eating and drinking as needed and respected their preferences and choices. People were asked to give their consent for support and the principles of the Mental Capacity Act were followed.

People and relatives told us staff were kind and caring and positively impacted on their lives. Staff enjoyed working for the service and told us the culture was to ensure care was person centred. Care plans included all information needed to support people safely and in accordance with their wishes and preferences. These were reviewed regularly.

People, relatives and staff were asked for their views about the service and felt listened to. There were robust monitoring processes in place to help ensure a good standard of service. Quality assurance systems identified any areas that needed further development. The registered manager was away from the service at the time of the inspection, the service was supported by an interim manager. They worked closely with the care team co-ordinators and regional manager to help ensure a smooth transition and a good service for people.