Helping Hands Ferndown

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 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.

The service responded effectively to people’s changing needs and preferences, ensuring care remained personalised and relevant. Staff told us they reported any changes promptly so that care records could be updated without delay.

Care plans were reviewed monthly. This meant staff had up to date and accurate information which kept people at the centre of the care they received.

New staff received an induction when they started working at the service which included shadowing more experienced staff. This gave staff the opportunity to meet people and develop an understanding of how people preferred their care to be provided.

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.

People had access to a range of health services to support and maintain their health, ensuring continuity of care. Care plans showed involvement from a variety of health professionals, including GPs, district nurses and occupational therapists. The provider understood people’s diverse health and care needs, as well as the needs of the local community. This meant care was joined‑up, flexible and supported people’s preferences. People told us they were asked about their choices and felt their views were respected.

Care plans also demonstrated input from families and wider support networks, and people described clear communication processes were in place for example, when their needs changed.

Continuity of care was valued by people and their relatives, who highlighted the benefits of being supported by familiar staff.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People were assessed for any specific communication needs, including hearing or sight impairments, and any physical, mental or cultural requirements. Adjustments to support their preferred methods of communication were recorded in their care plans.

The provider could adapt information in various formats, such as easy read, pictorial or alternative fonts. A member of the management team‑ told us, “We identify communication needs when we get referrals.”

People were given a service user guide with information about the service, which could also be provided in an easy read format for those who found large amounts of text difficult to read.

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.

The provider had a comprehensive complaints policy which outlined their process for managing complaints. This included expected timescales for investigating and responding to people’s concerns.

People had copies of the complaints policy in the service user guide which was given to people when they started using the service.

We reviewed complaints and these were investigated as required, supporting a culture of feedback and continuous improvement. We also reviewed compliments which included comments such as, “[Staff are] always willing to help and are very much appreciated,” and “The carers lived up to their title - they truly cared the management team at Ferndown were brilliant.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff ensured people could access care in a timely manner. The provider demonstrated a clear understanding of people’s diverse needs and delivered care that was joined-up, flexible, and promoted choice and continuity. The service supported people with a broad spectrum of needs, including those with complex health conditions, both mental and physical health needs. Staff received appropriate training to support specific needs, such as PEG feeding tube systems and stoma care. This ensured that all people received personalised and appropriate support when they needed it.

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.

Staff and leaders demonstrated a commitment to listening and acting on information about those most likely to experience inequality, ensuring care, support and treatment were well tailored to individual needs. People and relatives were encouraged to be involved in care planning, and staff considered as many options as possible to include people and their families.

The service prioritised inclusive practice, with staff trained to support people with protected characteristics. Barriers to care, including communication difficulties and social isolation, were proactively addressed.

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.

People were invited to discuss how they wanted to be supported when their health deteriorated. This included where they wanted to be cared for, what level of treatment they were happy with and what they would like to happen in an emergency.Care plans contained information about people's significant relationships and who they wanted to be contacted if they were unwell or in the event of an emergency.

If people had a DNAR agreement (Do Not attempt resuscitation) it was recorded in their care records. Staff had guidance on where the agreement was in case, they needed to share this with any emergency medical staff.