Helping Hands Horley

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 this key question 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.

Care planning was strongly person-centred. Plans consistently reflected people’s preferences, routines and what mattered to them, often using first-person language to ensure the person’s voice was clear. Records included detailed information about life history, daily routines and how care should be delivered in a way that respected dignity and comfort.

Staff demonstrated a good understanding of people’s needs and preferences. Feedback from staff and families showed people were treated as individuals and supported to maintain independence and control over their care.

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.

Continuity of care was supported through consistent care planning and regular reviews. Staff demonstrated awareness of people’s risks and needs, and information was shared effectively between carers, particularly through care records and communication with the office.

There was positive evidence of partnership working, particularly in responding to incidents and supporting people with complex and fluctuating health needs.

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

People and their families told us communication from the service was clear and timely. The office was described as easy to contact, and staff ensured people were informed about any changes to visits or care arrangements.

Care plans contained clear instructions for staff about how to deliver care and support people safely, including guidance on risks, routines and preferences.

Staff demonstrated they understood the importance of sharing information during care delivery, for example updating records and informing colleagues of changes in people’s needs.

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.

People and their relatives felt listened to and reported that the service responded to feedback and requests. Feedback showed the provider was flexible and made changes where needed, such as adjusting visit times or responding to concerns raised by staff and families.

Staff told us they felt confident raising concerns and that managers were approachable and responsive.

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

Referrals were accepted from a wide range of sources, which supported equitable access across the local population.

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 supported people in a way that respected dignity and promoted inclusion, including enabling participation in activities and supporting emotional wellbeing.

The service demonstrated awareness of the needs of people with complex conditions and fluctuating health, responding appropriately to deterioration and risks.

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.

Staff responded to changes in people’s needs, including recognising deterioration and escalating concerns appropriately to healthcare professionals.

People were also supported to be nursed at home if this was their wish.