Helping Hands Northwich

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 registered 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.
Feedback from people, relatives and staff was consistently positive about the caring culture of the service. People described staff as “kind”, “supportive” and said they “Could not ask for anything better”, while relatives praised the compassion shown, particularly during periods of ill health and end-of-life care.
Staff built positive and trusting relationships with people and took time to understand their needs. There were multiple examples of staff kindness including staying with people until emergency services arrived and providing reassurance during difficult situations.
 

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.
Care was often written from the person’s perspective and clearly described how support should be delivered in line with their wishes. People were supported to achieve meaningful outcomes, including participating in activities that were important to them, such as accessing the community and maintaining hobbies.
Staff understood people’s individual needs and preferences and adapted their approach accordingly. Feedback confirmed that people felt respected and treated as individuals, with staff taking time to get to know them and build meaningful relationships.
 

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 encouraged to remain as independent as possible, with staff supporting them to complete tasks themselves and maintain a sense of pride and wellbeing.
Care planning promoted choice and involvement, with people supported to make decisions about their care, routines and future arrangements. Where people lacked capacity, decisions were made in their best interests and reflected their wishes and preferences.
There were examples of people being supported to achieve personal goals and remain active in their communities, which contributed to improved wellbeing and quality of life. Relatives also reported having peace of mind knowing people were supported in a way that respected their independence.
 

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 and relatives described a responsive service that adapted to changing circumstances. For example, staff arranged urgent support following hospital discharges, responded to deteriorating health, and remained with people during emergencies when required.
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.
Despite some mixed feedback around rotas and travel time, staff feedback on the whole demonstrated a positive and supportive culture. Staff described leaders as approachable and told us they felt valued, listened to and supported through regular supervision, training and wellbeing support.
Staff spoke positively about development opportunities, career progression and teamwork. This helped to promote continuity of care and ensured people received compassionate, consistent support from staff who understood their needs and preferences.