Helping Hands Northwich

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 registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.
 

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.
Support was planned and delivered in partnership with people and, where appropriate, their families, with a clear focus on care.
Care plans showed people’s individual goals, preferences and abilities were understood and used to guide care delivery.
 

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.
Staff worked effectively with healthcare professionals and other organisations to support people when their needs changed. Records and feedback showed that referrals were made appropriately, including to occupational therapists and speech and language therapists where risks such as mobility or swallowing concerns were identified.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
People told us they had access to out‑of‑hours contact details and felt able to seek advice or reassurance when needed. This helped people feel supported and reduced anxiety during periods of change. The provider assessed people’s communication needs. They ensured information was made accessible to support people’s understanding, such as large print if needed.
 

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.
People and relatives knew how to raise concerns and described staff and managers as open and responsive. We viewed the provider’s had systems in place to manage complaints, including clear stages, timescales and escalation processes.
Feedback showed people felt listened to and kept informed. One person told us, “They have just gone out of their way to help, and have kept me informed all the time.”
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
Staff recognised people’s diverse needs and adapted care to support a wide range of conditions, including neurological conditions, sensory impairments and complex mobility needs.
There was an on-call system in place should people and staff need support at this time.
 

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.
The provider worked in partnership with external professionals to improve outcomes, including making referrals following incidents and changes in health on behalf of people who might usually experience inequalities in care.
 

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 responded to people’s deteriorating health, referring to appropriate professionals and updating care plans following incidents such as falls.
Care plans and risk assessments reflected people’s long-term needs and risks, and people were supported to remain independent in their own homes and maintain their wellbeing, with care designed to adapt as their needs changed.