Helping Hands Liverpool

At our last inspection the service was in breach of regulation in relation to governance. At this inspection, the provider had made improvements and was no longer in breach of regulation.

People told us they felt safe and well supported. Risk assessments were in place and regularly reviewed, including for catheter care and medication administration. Staff followed good practice in managing infection prevention and control. Staff completed a range of training courses required to meet the needs of people they cared for. Safeguarding concerns were appropriately raised and followed up, and governance systems ensured incidents and complaints were well recorded and acted upon. Managers demonstrated a strong commitment to person-centred care, and feedback from people, families and professionals was exceptionally positive.

Care was effective and tailored to individual needs. Support plans were detailed and reflected people’s preferences. Staff worked closely with families and professionals to ensure continuity of care. One healthcare professional said, “They understand the importance of team work within the wider communities, so we can work in a more fluid and coordinated manner.” People were supported to live healthier lives, and staff respected people’s choices and capacity to make decisions.

Staff consistently demonstrated exceptional kindness and deep respect for the people they supported. Feedback from people and their families was overwhelmingly positive.

Staff showed an exceptionally strong understanding of the importance of preserving people’s dignity and promoting independence. Care was delivered thoughtfully and compassionately, with a clear focus on enhancing each person’s wellbeing.

The provider was responsive to people’s changing needs. Care plans were regularly updated, and staff adapted their approach to meet individual preferences. People were involved in decisions about their care, and feedback was actively sought and acted upon. Complaints were handled appropriately, with clear actions taken to prevent recurrence.

Leadership was strong and inclusive. Staff described managers as approachable and supportive. Governance systems were in place and were used effectively to drive improvement. Monthly reviews identified areas for development, such as documentation and visit protocols, and action plans were implemented. Staff felt confident to speak up, and feedback was used to improve the service.