Helping Hands Godalming

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's preferences, interests, relationships, life histories and desired outcomes were reflected within care records and staff described how they adapted support to meet individual needs.

We reviewed care records which contained detailed information about people's personal histories, routines, preferences and goals. Risk assessments and support plans were personalised and provided clear guidance for staff on how to support people whilst maintaining their dignity, choice and independence. Staff understood the importance of promoting people's wellbeing and supporting them to achieve outcomes that mattered to them.

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 and risk assessments provided staff with detailed information about people's health conditions, support needs and preferred outcomes. Records included clear guidance about monitoring risks, recognising deterioration and escalating concerns to appropriate healthcare professionals when required.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
Where people had specific communication needs, sensory impairments or health conditions, records included guidance to help staff provide information in a manner that was accessible and appropriate for the individual. Staff demonstrated an understanding of people's circumstances and used this information to support effective communication.
 

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.
Examples provided by the service showed staff listened to people and acted on what they told them was important. This included supporting people to reconnect with hobbies, maintain relationships, access meaningful activities and participate in their local communities. These actions had positive outcomes for people's confidence, wellbeing and quality of life.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
Care records contained detailed information about people's individual requirements, including medical conditions, sensory needs, dietary requirements and mobility needs. Staff had access to guidance that enabled them to adapt support appropriately and reduce barriers to accessing care.
We saw examples where support was tailored to ensure people could continue to participate in activities that were meaningful to them despite changes in health, mobility or cognitive ability.
 

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.
We reviewed examples where staff had gone beyond routine care tasks to improve people's wellbeing and quality of life. These included supporting people to reconnect with valued interests, maintain relationships, reduce social isolation and participate in meaningful activities. These interventions promoted confidence, emotional wellbeing and a sense of purpose.
 

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's longer-term wellbeing was considered through personalised planning that focused on maintaining independence, supporting meaningful activities and promoting quality of life. People were supported to stay in their own homes as long as possible.