Neighbourly Helpers Ltd

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 service met people’s needs.

This is the first assessment for this 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.

People were at the centre of their care and treatment choices and they decided, in partnership with staff if needed, how to respond to any relevant changes in their needs. People and those close to them were involved in the development of their personalised care and support that met their needs and reflected their preferences. One relative stated they were involved in the planning of their family members care and others confirmed they had copies of care plans and reviews.

The provider understood individual’s abilities and motivation for change and worked on an individual basis to identify goals and aspirations for people. People’s likes, dislikes, needs, aspirations and life histories were recorded and understood by those supporting them.

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People were supported to access healthcare facilities without restriction. Information regarding their individual needs and preferences were recorded to form a continuous source of information to minimise the risk of disruption to care. The provider understood potential barriers to healthcare and supported people to express their anxieties in a safe and supportive way. The provider ensured important information on how to effectively support people and how to respond to them was provided. This helped to ensure people received maximum benefit and positive outcomes to care provision. Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure typical barriers faced by people were removed or mitigated against.

People were supplied with appropriate, accurate and up-to-date information in formats that were tailored to their individual needs. People had individual assessments of their communication needs. Staff understood these needs and engaged with people in accordance with their assessed desired outcomes. Information was provided in a range of formats including, but not limited to, verbal and non-verbal communication styles, body language and behaviours.

People’s individual communication needs were known by staff supporting them. The provider met the requirements of the Accessible Information Standard. The Accessible Information Standard is a legal requirement for NHS and adult social care providers in England to ensure that people with disabilities, impairments, or sensory loss received information they can easily understand and get the communication support they need.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. Information about how to raise a concern and how to make a complaint was provided to people, and those close to them, in ways that met their communication needs. One relative told us they had to raise a concern, and this was promptly addressed by the management team to their satisfaction.

Staff made sure people could access the care, support and treatment they needed when they needed it. People were supported by a care provider who had a clear ethos for the service based on human rights, anti-discrimination and equity principles. Relatives confirmed their family members had equal access to services and were free from discrimination based on their protected characteristics. When people were not able to express their health and treatment needs, relatives were engaged in discussions which included health, welfare and mental health needs. These discussions helped form people’s care and support plans.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People were supported by staff who worked to ensure reasonable adjustments were in place for them to live a fulfilling life and participate in the running of their own home. This included, but was not limited to, access to community facilities including public transport, leisure and healthcare facilities.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including when it was needed at the end of their life, hospital admissions or ongoing healthcare treatment. People were engaged to identify what was important to them. They told us the things that mattered were maintaining independence, relationships, keeping safe and doing the things they wanted. The provider spoke about short and long term goals with people but these were limited by the contractual agreements they had with commissioners and the specifics of the care requested and subsequently provided. However, when aspirations were expressed for example, specific activities, the provider supported and encouraged these.