Helping Hands Bromley

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.

People and their relatives told us the care they received met their needs and preferences. One person said, “The carers are good and efficient. They support me with everything I need and they do their jobs with care.” A relative told us, “The carers come to help with personal care, chat with them and support with anything.”

Care plans were person-centred and provided staff with guidance on how to support people safely and in line with their preferences. They included information about people’s backgrounds, routines, likes and dislikes, and preferred ways of receiving support. Records showed care plans were reviewed and updated when people's needs changed to ensure support remained appropriate.

People and their relatives were kept informed about changes in care and support. One relative told us, “Handover is always given about anything – how they are when I was away, if they ate and what they ate. They are quite good and diligent.” Staff received training tailored to the specific needs of people using the service, ensuring they had the knowledge and skills required to meet people's individual needs effectively.

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.

Care plans took a holistic approach, including information about people's health needs, backgrounds, preferences, routines and what mattered most to them.

The provider aimed to allocate a consistent team of carers to each person, helping staff build positive relationships and develop a detailed understanding of individual needs. Relatives told us this consistency had helped their family members settle into receiving care and develop trusting relationships with staff.

People and their relatives described how staff adapted their approach to meet individual needs. One relative told us carers had learned how to communicate effectively with their family member, while another explained staff adjusted their approach to reflect their relative's needs and behaviours.

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

Communication needs were assessed as part of the initial assessment process and care plans included guidance for staff on how best to communicate with people.

People and their relatives told us staff took time to understand individual communication preferences and adapted their approach accordingly. One relative told us, “To communicate with my relative can be hard as they have communication needs. But the carers understand them and found how a way to communicate with them. Staff understand them, and they understand staff.”

The provider told us they had access to specialist support and resources to provide information in alternative formats when required. Although no one currently using the service required information in a different format, systems were in place to ensure information could be made accessible if needed.

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 knew how to contact the service and were confident their concerns would be listened to and acted upon.

A relative told us, “The office phones around occasionally to check how things are going. I have the contact details if I have any concerns.” Another relative explained they would raise concerns with the office manager and were aware of the complaints process and external organisations they could contact if needed. One person told us, “I know to call the office to complain. I have complained in the past and my concerns were addressed.”

The provider regularly sought feedback from people and their relatives through reviews and ongoing communication. Records showed complaints and concerns were logged, investigated and responded to in line with the provider’s procedures. Records also demonstrated that lessons learned from complaints were identified and shared with staff to help improve the quality of care and reduce the likelihood of similar issues occurring again.

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

Care visits were planned and scheduled in line with people’s assessed needs, preferences and daily routines to help ensure support was provided at the right time.

People and their relatives told us they could request changes to their care arrangements when required and knew how to contact the service during office hours and out of hours. Staff and management worked flexibly to respond to changing needs and adjust care schedules where appropriate.

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.

Care plans included information about people’s health conditions, communication needs, cultural preferences and personal circumstances.

Staff adapted their approach to meet individual needs, including providing support from consistent carers, matching staff based on language, culture or gender preferences, and using personalised communication approaches. Relatives told us staff understood how to communicate with and motivate their family members.

Equipment was available to support people's safety and independence, including walking aids, stairlifts, profiling beds and careline systems. Some people used careline services to access help in an emergency and gain reassurance while living at home.

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.

At the time of our inspection, no one was receiving end-of-life care. The service discussed people's end of life wishes, preferences and care as part of their assessment.

The provider told us they would work closely with healthcare professionals, including district nurses and palliative care teams, to ensure people received coordinated and responsive support when their needs changed.

Staff received training and guidance from the provider's nursing team to equip them with the skills and knowledge needed to support people approaching the end of their lives. Regular reviews were undertaken to ensure care remained appropriate and responsive to changing needs.