Helping Hands Brentwood

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

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider placed people at the centre of their care. People told us their care reflected their needs and preferences when they were being supported by regular staff. However, people told us it was more difficult when different care staff provided support as they were not as familiar with their routines and preferences. People’s care plans were personalised; however, this information was not always sufficiently detailed. This meant there was a risk people may not always receive personalised care from staff who were not familiar to them. Following our feedback, the registered manager confirmed they were reviewing their assessment and care planning documentation to ensure it fully reflected people’s needs and preferences.

The provider understood the diverse health and care needs of people and their local communities, so care was flexible and supported choice. The provider understood what was important to people and adapted people’s care visits to suit their preferences. For example, ensuring they were able to access the community or attend appointments as required.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to people’s individual needs. The registered manager told us they were able to create large print or easy read versions of information for people if required. People and those important to them told us they could ask for information from the provider at any time.

The provider supported people to share feedback and ideas or raise complaints about their care and support. People and those important to them told us they felt comfortable raising any queries or concerns and were contacted regularly to check if they were happy with the care they received.

The provider made sure people could access the care and support they needed, when they needed it. People, relatives and staff knew how to contact the provider and how to access the service’s out of hours support when needed.

The provider considered the needs of people who were most likely to encounter inequality in experience or outcomes and tailored their care and support in response to this. For example, staff were provided with specialised training around supporting people living with dementia and understanding people’s specific health conditions to develop their skills and promote better awareness.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. The provider considered people’s future planning including any end of life care wishes as part of their initial assessment of people’s needs and reviewed this information with people regularly.