Helping Hands Horley

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 provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained 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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People told us staff were more like “friends” and valued the emotional support they received. Staff were described as working in a calm and respectful manner, ensuring personal care was delivered sensitively and in line with people’s preferences.

Care records also reflected a person-centred approach, using first-person language and clearly describing how people wished to be supported, including maintaining dignity during personal care.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s preferences were clearly documented, such as how they wished to receive support, their daily routines and personal choices around care. Staff demonstrated understanding of individuals’ needs and adapted care accordingly, for example supporting people to remain comfortable, reassured and involved in decisions.

Feedback confirmed care was tailored, with relatives describing staff as knowing people well and providing consistent, personalised support.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff were guided to involve people in decisions and respect their autonomy, with care records emphasising dignity, independence and maintaining control. People were supported to continue doing things that mattered to them and achieve desired outcomes, such as remaining at home and maintaining their usual routines.

Feedback from people and staff confirmed that individuals were encouraged to make their own choices and were not rushed during visits.

The provider 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 and relatives told us the service was flexible and responsive, with care adapted quickly when required. Staff were confident to contact the office or other professionals if a situation changed or if they had concerns about a person’s safety or wellbeing.

Examples included timely communication with families and adjustments to care packages following feedback, which helped ensure people continued to receive appropriate and responsive support.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff consistently told us they felt comfortable raising concerns and described managers as approachable, supportive and responsive.

Staff reported positive working relationships within teams and said they were proud of their roles and the care they provided. Regular communication, including meetings and feedback, helped staff feel valued and informed.