Archived: Surrey Helping Hands Limited

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.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received person-centred care which met their needs and reflected their preferences. People told us their needs were met. A relative told us, “I believe the staff understand all my dad’s needs and encourage social interactions.” A member of staff said their role involved, “Treating people how you want your own family to be treated. Doing everything by the books and putting the person at the centre.”

Staff supported people to have continuity of care. The provider and staff described how they had liaised with other professionals when they identified people needed additional support. They also worked with people to develop their care plans. One member of staff said, “Every client is different, and things vary so we have to adapt.”

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider made us aware that some people had a cognitive decline and as such could not communicate verbally. In these instances, there was not sufficient information in the care plans around how best to communicate information to them.

However, staff were able to describe how they would understand people’s individual means of communication. One told us, “If they are your clients for a long time, you get to know them and you look at their behaviour, their facial expression, then you would know something it is wrong. The majority of the people we have them for quite a long time, and you get to know their needs and their ways.”

People told us they were given a copy of their care plan to review. They were also given other information about the service. People told us they could request information from the office or staff if they needed.

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Whilst surveys had taken place with people and their relatives in 2024, the provider had recorded that this was not accessible for all people. Although they had recorded that they needed to ensure that in future all people should be supported to complete surveys in a way that was tailed to them, this had not been addressed at the time of the inspection.

However, the provider did undertake spot checks with staff, and this included asking people if they were happy with their care. Staff ensured that people were supported if they wanted to raise a concern or complain. One person told us, “They take time to listen to me. Any slight concerns I have had I was able to speak to the girls in the office or the carers directly.” A member of staff said, “I would give them a complaint form then I would talk them down the right route to put their complaint it. I would also inform the office.”

Staff supported people to access services in the community when needed. People and their relatives told us staff provided the support they needed. Comments included, “I feel they treat me fairly and equally” and, “Despite my mum being non-verbal they still communicate and talk to her a lot and even have a laugh and joke with her.”

People had equity in experience and outcomes. Staff undertook training about equality and human rights. People’s diverse needs were assessed and planned for. One member of staff said of a person, “We’ve learned how to communicate in a way that everyone can understand. We put 3 or 4 meals in front of him, and he gets to choose what he wants. We gave many options until we get a positive response from him.”

Staff worked with people and their relatives to identify any future plans they had. They helped people to retain skills and independence when they were able to. One member of staff said, “[It’s about] still supporting the client as much as possible. Making sure that the client is kept as comfortable and pain free as possible.”