Helping Hands Horley

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.

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

The provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

Care plans demonstrated that people’s needs were holistically assessed across a wide range of areas including mobility, nutrition, skin integrity, medication, and health conditions. Risks were clearly identified and linked to people’s individual needs, such as falls, infection, and deterioration, with assessments reflecting complex and fluctuating conditions.

Assessments included detailed information about people’s routines, preferences and desired outcomes, supporting a personalised approach to care. For example, care plans described daily routines and what mattered to people, including maintaining independence and dignity.

The provider 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.

Care plans included clear, structured guidance for staff on how to deliver care safely and consistently, including risk management strategies such as pressure care, moving and handling techniques and infection prevention measures.

The provider 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.

Staff understood their role within the wider team and described how they communicated effectively with the office and other professionals to ensure safe care. For example, staff reported contacting the office or healthcare professionals promptly if concerns arose or additional support was needed.

Care records demonstrated that referrals were made to external services where required, and care plans were reviewed following incidents to ensure coordinated responses.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

People were supported to remain independent and make choices about their daily lives, including food, routines and activities, which contributed to their overall wellbeing.

Staff also supported people to engage in meaningful activities and maintain community connections, which had a positive impact on emotional wellbeing and reduced isolation. Evidence included supporting people to attend events, re-engage with the community and achieve personal goals.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

There were systems in place to monitor safety and quality, including audits, incident tracking and analysis of trends. The service reviewed incidents and used this information to update care plans and reduce risks.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

Staff demonstrated an understanding of the importance of seeking consent and respecting people’s choices. Care delivery reflected this, with staff confirming they asked for consent during care and involved people in decisions about their daily routines and support.

Care plans promoted independence and choice, encouraging people to retain control over aspects of their care such as food, routines and personal preferences.