Helping Hands Gateshead

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

This is the first inspection for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery. The registered manager and staff ensured everyone could access the care, support and treatment they need when they needed it. They understood the diverse health and care needs of people and their local communities. Staff provided care, which was joined-up, flexible and supported choice and continuity. The registered manager strongly advocated keeping people at the centre of their care and treatment choices. They decided, in partnership with them, how to respond to any relevant changes in their needs. We found that care records were written in a person-centred manner however, which provided sufficient detail to assist staff understand how exactly to deliver the care package. People felt the registered manager and staff listened to them and acted on any concerns. The systems in place made it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. Information was provided in appropriate, accurate and up-to-date formats that could be tailored to individual needs. No one had felt the need to raise a compliant. The provider had systems in place to support people to plan for important life changes, so they can have enough time to make informed decisions about their future, including at the end of their life. No one was receiving end of life care, but staff understood how to deliver this if needed, but staff understood how to deliver this type of support should it be needed.

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 and relatives found care and support was personalised and responsive to their individual needs. People told us their care needs were regularly reviewed and changes were made when needed. One relative said, “The carer has a very pleasant, friendly manner and [person’s name] is comfortable in her care.”

Staff ensured they consistently provided care and support, which was tailored to each person’s needs. A staff member said, " I am very happy with the support I receive to undertake my role as a carer. I can honestly say I feel I have been very supported from the very first day I started working for Helping Hands. If I have any worries or questions, I feel confident to ask for help from my manager and other office staff. [Registered manager] is always very helpful and understanding and very informative. She goes above and beyond to help."

People received well-coordinated and consistent care from staff who knew them well. One relative said, “They always turn up on time and know [person’s name] inside out. They have similar interests and really get on well.”

Staff told us they were given clear guidance and training around how to support people, recognise changes in their needs and when to contact external healthcare professionals. Staff understood when people required support to reduce the risk of avoidable harm.

People told visiting professionals they were confident staff had the skills they needed to provide them with the right care. Staff worked effectively as a team and with services to support people.

Information was available to share between services, as needed, which covered people’s care and treatment needs. Staff had ensured care plans contained pertinent information about people’s needs and preferences and used these to provide appropriate care for each individual.

People told us they received information in a format, which suited their needs.

Staff were aware they could provide information in different ways and tailor these to suit people’s needs. Communication plans were in place.

Since 2016 onwards all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard (AIS). The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss and in some circumstances to their carers. The registered manager understood the AIS requirements and had made sure appropriate communication tools, such as large print documents were, in place to meet people’s needs.

People shared their positive experience of the service. They found the registered manager was approachable, listened to their views and acted upon them. A person said, “I have no complaints at all. If queries but if they arise [registered manager] makes sure they are swiftly dealt with.”

Staff made sure people always had the opportunity to share their views about how the care package was working for them. Staff understood the provider’s complaints procedure. They were encouraged to gather people’s feedback and treat any concern as a complaint. The registered manager used all feedback to assist them improve the quality of care. No complaints had been received but they monitored and responded to even minor concerns.

A complaints procedure was in place. People felt the registered manager and staff listened to them and acted on any concerns. Relatives knew how to raise concerns and did so when needed. There were processes in place to make sure any concerns were investigated, and lessons were learnt from them. People were involved in decisions about their care. No one had felt the need to raise a compliant but we found the registered manager and staff encouraged people to raise the slightest issue, as they wanted the service to be constantly improving.

People told us that when they asked the service for support their assessment was done in a timely way.

Staff understood how to ensure people had access to equitable to health and social care services.

Care professionals found staff understood how to meet people’s diverse needs and ensure care provided was joined up.

The provider had a clear process and criteria for accepting referrals and this detailed the level of support the teams could offer. The service tended to receive requests for support from people whose friends had recommended it. The registered manager made sure care records detailed how to access care and support people might need. They made sure care records contained pertinent information about people’s needs and preferences, which supported staff to provide appropriate care.

People told us the staff actively sought out and listened to information about their experiences and what their aspirations were for the care package.

Staff tailored the care, support and treatment provided in response to people’s wishes and expectations.

The registered manager understood the diverse health and care needs of people and their local communities. They aimed to provide care, which is joined-up, flexible and supports choice and continuity.

No one was receiving end of life care, but we found staff worked with people to understand their wishes for the future and this was detailed in support plans.

Staff had received training in planning for and providing end of life care and were aware of best practice. The registered manager promoted a positive, person-centred culture. The staff put people’s needs and wishes at the heart of everything they did.

The provider had ensured policies and procedures were in place around providing care for people reaching the end of their life. The registered manager and staff received training in this area.