Archived: Helping Hand

We observed that before people received any care or support they were asked for their consent and the provider acted in accordance with their wishes. We saw that care plans and risk assessments were informative and up to date. Staff we spoke with were familiar their contents, which supported them to deliver appropriate and safe care. Staff recruitment systems were robust and staff were supported to do their jobs properly through appropriate training and monitoring.

The provider had a range of quality monitoring systems in place to ensure that care was being delivered appropriately by staff in line with individual care plans, and that people were satisfied with the service they were receiving.

People we spoke with told us they felt the staff respected their opinions and decisions. Comments included, 'I get help with my shopping and preparing my food. The staff help me around the house and we go out together.'

People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. One person told us, 'All the girls (staff) are wonderful, they visit at the times stated on the care plan but if they are running late I get a phone call.'

The people we spoke with all talked positively about the staff that supported them. They told us they felt confident the staff had the appropriate skills and experience and that they were suitable, honest and trustworthy.

One person said, 'I have recently started using the service, I'm very happy with it, the service is very good and all the girls (staff) are good at their job.'