Helping Hands Harrow

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People received a personalised service that met their individual abilities and needs. Staff were responsive to people’s needs and wishes. The provider actively encouraged people to feedback back on the care provided which use to drive improvement and shape the service and culture. There were systems in place to monitor aspects of the service and the quality of care provided.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Effective systems were in place to quality assure the services provided, manage risks and drive improvement. The management team undertook regular audits to monitor the quality of the service they provided. If shortfalls were identified, appropriate action was taken. Management also sought feedback from people and family members. These were gained through the use of satisfaction surveys, which were completed on a yearly basis. Where people had any cultural or religious needs, these were recorded to ensure staff were aware of them and ensure they could support people to meet these needs.

Staff were complimentary about working at the service and said they felt valued. They were well supported and told us the service was a good place to work. A care staff told us, “[Management] always keep in touch. We have regular check ins and they do this to make sure we are well supported.” Staff were clear about their role and responsibilities. They had a good understanding of the ethos of the service and the importance of treating people equally regardless of their abilities, their background or their lifestyle.

People and family members spoke positively about the service and said people’s needs were being met. The majority of feedback indicated that communication between the service and people and family members was positive and people were encouraged to provide feedback. A family member told us, “The communication with management is very good, they send a weekly rota and respond promptly to any queries we may have. I would not hesitate to recommend them to others.” However, we did receive some feedback from family members that raised concerns about communication and we raised this with the area care manager. They reassured us that they would take appropriate action to individually address the concerns raised.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.