Helping Hands Chesterfield

On this page

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity.

People were supported by staff who were kind, caring and respectful. One person told us, “They [staff] always have treated me well and they are family more than carers”. A relative told us, “Staff treat [Name] with dignity and respect, they [staff] follow the care plan carefully.”

Staff understood the importance of respecting people’s privacy and dignity and demonstrated how they ensure good practice when supporting people. One member of staff told us, “I ensure the client has privacy when they wish to have it, such as during personal care. I make sure the client does not feel rushed to make a decision or that I don’t have enough time within the call to complete all the tasks they need doing.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

People were treated as individuals. One family member told us, “They [relative] are not just a number, staff talk to [name]. Staff really do care and the care they provide is personalised, we are very impressed.”

A relative described how staff had understood a person’s preferences when being supported in the shower. The provider had recommended aids to enable the person to be safe when being supported in the shower in the way they preferred.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to develop and maintain their independence wherever possible. One person told us, “They [staff] do help me to be independent. I do as much as I can before asking for help and they [staff] are always there for me.”

Staff understood the importance of supporting people to be as independent as possible. One member of staff told us, “I try to encourage as much independence as possible. I have always understood my care is to be person centred, so ensuring I am doing everything that supports that person how they want and need to be supported.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People were supported by staff who were confident to recognise signs of their health care concerns. Staff followed procedures to report changes in people’s conditions to branch staff which triggered appropriate action to be taken.

The provider was able to support people flexibly as required. People were able to request care as they needed it. For example, additional support to attend appointments or events.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff felt valued by the provider. The provider implemented systems to acknowledge and praise the work done by staff. The provider also offered an employee assistance programme to support staff. The registered manager had made themselves available to staff since being in their role and believed this to be a step towards developing improved communication in the service.

One member of staff told us, “I have supervision with a manager, any queries I have do get resolved once I raise them.” Another member of staff told us, “From my perspective, my manager and the office team are visible, approachable and supportive. If I have any issues whatsoever, I have no hesitations in contacting the branch team.”