Helping Hands Lichfield & Tamworth

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

People received effective care from staff who had received a detailed induction. The care plans were electronic. They were detailed, and personalised. Senior staff ensured staff used the plans to effectively support people in line with the plans..

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 received care which was personalised to their needs. People, their relatives and professionals were included in writing the care plans and in the decisions about the care they received. Staff knew people well and used their knowledge to provide support which fully met their needs.

Staff were responsive to the needs of each person. They used a range of skills to aid communication and considered people's religious and cultural needs. Complaints were managed well and responded to in a timely way.

The registered manager and senior staff had good oversight of the service. Audits were used to improve the quality of the service. Staff spoke of the support they received which helped them to do their jobs well. They felt the culture of the service was positive and everyone was working to provide good care.