Neighbourly Helpers 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 service 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.

People were treated with kindness, empathy, compassion and their privacy and dignity was promoted and respected by those supporting them. People and their relatives described staff as caring, approachable, trusted, understanding and supportive. One person went on to say they regarded the staff as their friends. Staff talked about those they supported with fondness and positive regard and understood professional boundaries whilst maintaining an empowering and supportive relationship with people and their families.

People were treated as individuals and their care, support and treatment met their individual needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. For example, age, disability and gender. Care and support plans were specific to the person they related and people were engaged in identifying what mattered most to them and how they could be supported.

People had their independence reinforced by staff, so they knew their rights and had choice and control over their own care and wellbeing. Their individual care and support plans outlined what they could do themselves, what they needed assistance with and how they could build on their existing skills with encouragement. Staff worked with people and their families to ensure support was focused on the needs of the person including flexibility with times, activities, food options and appointments. People felt staff encouraged them to make decisions where they could.

Staff 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 involved in the development of their individual care and support plans. Their personal needs and preferences were recorded, known and promoted by staff. People were empowered to have their say about things that were important to them, listened too and then these were acted on. People received emotional support at times of upset. Relatives described how staff had developed positive emotional connections with their family members which helped to ease distress and promoted a positive and safe environment where people could freely express how they were feeling without any judgements.

The service cared about and promoted the wellbeing of their staff, which supported and enabled staff to deliver person-centred care. The provider had policies and procedures in place to support staff wellbeing.