Neighbourly Helpers Ltd

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this service. This key question has been rated good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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.

Staff worked with people and their families and made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. Care plans were personal to the individual and based on their needs and preferences. These assessments of care included, but were not limited to, health, care, wellbeing, and communication needs. They utilised best practice tools in accurately assessing people’s needs. This enabled people to receive care that had good outcomes.

Staff planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. For example, people had assessments associated with their mobility, eating and drinking and skin integrity.

When changes in people’s physical health were known or suspected staff acted promptly to arrange additional support to ensure their needs were met in a timely way. Staff recognised changes in people’s health and responded quickly to assess and record these changes whilst seeking any additional support to ensure people remained safe and well. One person told us staff supported them to seek additional healthcare support when there was a change in their health which they found to be supportive and reassuring.

Staff worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. People were supported by staff to attend appointments and assessments and encouraged their involvement and participation in the assessment. People had devised individual health passports with staff where their needs and preferences were recorded to minimise the potential for anxiety.

A healthcare partner told us the staff always acted professionally and effectively. They communicate changes promptly and proactively and are adaptable where changes are needed often at short notice, ensuring the person received joined up and consistent care.

People and their families remained largely responsible for maintaining their own healthcare in their own homes. Where needed Neighbourly Helpers Ltd empowered people to manage their health and wellbeing to maximise their independence, choice and control. This included supporting people to live healthier lives through supported access to health care professionals such as their GP's. All those we spoke with told us they were referred for additional support without any delays if they needed it. One person told us staff had needed to contact their GP for them, as they were not able to at that time, which they found supportive.

Staff at the service routinely monitored people’s care and treatment to continuously improve it. They ensured outcomes were positive and consistent, and they met both clinical expectations and the expectations of people themselves. People were supported by staff who engaged healthcare professionals in reviews and assessments to ensure relevant information was incorporated into their care plans. A social care partner told us people were encouraged to refer themselves where they could. However, when needed Neighbourly Helpers Ltd supported people to advocate their health needs when there were changes or concerns which assisted the person to receive positive outcomes.

People were informed about their rights around consent and staff respected these when delivering person-centred care and treatment. Where necessary the provider had procedures in place to engage people with legal authority or responsibility to make decisions within the requirements of the Mental Capacity Act 2005. This included the duty to consult others such as carers, families and/or advocates, where appropriate. The provider followed best practice guidance when assessing people’s capacity to make decisions and engaged social care professionals in a timely way.