Helping Hands Accrington

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People were treated with kindness and compassion, and people said staff were very caring, going above and beyond at times. People were treated as individuals and their care was delivered by small and consistent teams. People were supported to maintain their independence and control over their care and decisions. Staff had the right knowledge and skills to observe people's health and wellbeing and could respond to people' different needs accordingly. The service had several ways to promote the wellbeing of their staff and encouraged them to deliver person centred care.

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.

People said staff were kind and compassionate. A relative said, "The love and care they show my [relative], he adores them, they are a credit to the caring profession."

Managers arranged teams so that they were small and consistent so that people could build up trust with staff. Staff were trained to listen to the needs and concerns and show they care. Managers said that staff were encouraged to be non-judgmental in their approach and to offer emotional support where appropriate.

Partners told us they received positive feedback from people about the service.

People said that their care and treatment met their needs and preferences. People said staff encouraged them to complete tasks such as managing their medicines where this was appropriate to do so.

Managers advised us that people's care plans considered what was important and relevant to the person. Staff said they spent time getting to know people and their personal preferences. Staff found out what tasks they could encourage people to do. A staff member said it was important to encourage people to make decisions for themselves and could support them to do so if required.

The processes aimed to make sure people were treated as individuals. The service took account of strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were supported to be independent and have choice and control over their decisions.

Staff assisted people to do tasks, offering help only when necessary. For example, tailoring support to take medicines according to what the person needs.

There were appropriate policies and processes to make sure people were supported to be independent, and have choice and control over their care, treatment and environment.

People and relatives said staff were quick to respond to their needs. Staff contacted GPs and liaised with companies which provided moving and handling equipment to help meet people's wider health and care needs.

Staff had the right skills to identify when someone's health and wellbeing was deteriorating, and took appropriate action in a timely way.

Responses from staff was mixed. Some staff said they were well supported by management, however others thought that at times this could be improved.

Managers said they operated an 'open door policy' for staff, and there was an employee assistance programme available for staff that were struggling with anything. Staff were encouraged to complete the care certificate; further learning and development was available to support staff to care for people professionally and in a person centred way.