Helping Hands Kensington & Chelsea

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

Staff encouraged people to be independent, and continue to do things for themselves, wherever possible. They were supported to have choice, control, and make decisions about how and when their support was provided. This positively promoted, and improved their quality of life, self-worth, confidence, and independence. People and their relatives told us staff gave good care and support in a friendly way, paying attention to small details that made all the difference. Staff acknowledged people’s rights to privacy, dignity and confidentiality, and people said they felt respected. People said staff were compassionate, and cared about them. A staff member said, “We care about the people we provide a service for.” However some staff felt the support they received could be improved.

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 Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People and their relatives said they were provided with choice, and control about when and how they wished to receive care, and support. They were able to express their views, understood their right to be involved, make informed choices, and that they should be treated with respect. They said they were encouraged and supported to do as much as they wished, and could for themselves, to maintain their independence where they felt safely able to do so. One relative said, “Helping Hands staff have diligently and safely helped [Person using the service] to continue to live in her own home.” People said the office management team regularly contacted them to determine if they were receiving the care and support, they wanted and needed.

The registered manager, management team, and staff fed back that they offered people choices about their care and promoted their independence. Staff knew people well, and understood that they should be supported to have choice, control, and make decisions about how their care was provided. They ensured people could be as independent as possible and respected their rights.

People’s care plans and risk assessments provided a thorough overview of their individualised care and support needs, and reflected the choices and decisions they had made about how they preferred their needs to be met. This included information about people’s likes and dislikes, their preferred routines and how they wished to improve their independence. People and their relatives guided staff how to provide appropriate, and meaningful care and support. Regular monitoring checks also took place. The provider trained staff to respect people’s rights to choice, and treat them with dignity and respect.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

Some staff told us they were confident to discuss any difficulties they were having with the registered manager and office team, and that they received the support they needed. During the office visit a care staff member experienced difficulty accessing training on their electronic device. This was attended to by the registered manager so they could gain access. A staff member told us, “I’m happy with the support I receive.” However other staff did not feel very valued, listened to, or their questions, addressed and fully responded to. This was acknowledged by the registered manager, and being addressed by several initiatives being introduced. One staff member said, “The [registered] manager could be more responsive."

There were systems, counter checks, and policies and procedures in place to promote and enable staff well-being, which were accessible to them.