Helping Hands Kensington & Chelsea

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

The registered manager, office management team, and staff responded to people’s needs and assessed, reviewed, and appropriately adjusted their care plans when required. This included people’s communication needs. Staff provided people with person-centred care, which gave them choices, and encouraged them to follow their routines, and interests. People were also encouraged to maintain social contact with family and friends to maintain their independence, and minimise social isolation. People were given appropriate information about the service to make their own decisions regarding whether they wished to use it. Complaints were recorded and investigated with outcomes provide.

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.

People and their relatives understood people’s right to be treated equally, fairly, and receive the care and support they wanted based on their specific needs and choices. People told us staff and the care co-ordinator particularly engaged and supported them so that they were included and had the same opportunity as others to receive the care and support of their choice. Relatives described staff as responsive, kind, and caring.

The registered manager, office management team, and staff where aware of people’s rights to be treated equally, and fairly, when receiving care and support to meet their specific needs. People were recognised by staff as individuals and took trouble to find out what their preferences, likes and dislikes were. A staff member said, “I think customers [People using the service] are happy with the service, but I have heard from a few that it would be nice to meet the [registered] manager."

There were processes that demonstrated people received the standard of care they needed, and wanted. Their care records contained current information about their wishes in relation to how their social, cultural, and spiritual needs should be met. This was as well as their care and support needs, and promoted their independence. Staff training records demonstrated they had received suitable training as part of their role to help them make sure people were not subjected to discriminatory behaviours and practices.

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.