Hand of Hope Homecare Services Ltd

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. Staff treated colleagues from other organisations with kindness and respect. People told us, “They are helpful and never rush me, they know me and have taken the time to get to know me,” and the staff are,” Very kind, great, never rushes me and talks to me, helps me in the shower and closes the curtains”. One relative told us the staff were, “Very caring, they never rush [person]”. A member of staff told us they, “always talk with people, try to get to know them”.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People told us staff knew them as individuals and treated them with respect. People told us, “If I ask for anything [staff] does it straight away, [staff] is great,” and “They seem to know me and do things thorough”. Relatives told us, “They [staff] seem to know [person], especially the regulars” and “They call [person] sir and [staff] do things at [person] slow pace and make sure that no one is there when doing personal care”.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Relatives told us staff were, “helping to build up [person’s] strength daily,” and “they really care and take their time with [person]”. Another relative told us, “They encourage [person] to be more mobile if [person] can”. People told us staff, “Treat me well, greet me, say good morning and ask what they can do to help” and when supporting with personal care, staff were, “very kind, helpful and extremely patient”.

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 told us staff were very good, supported with breakfast, chatted, were kind and respectful. Relatives told us staff were kind, caring, talked and listened to their loved ones and “do everything straight away”.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Overall, staff us told us they were supported by the registered manager.