Helping Hands Leicester

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 70 (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 kind, compassionate and respectful in the way they supported them. One person described staff as “Wonderful and friendly” and said they valued the company and support they received, adding that staff were “Just caring.” One relative described staff as doing “sterling work.”

Staff also spoke about the importance of their approach when supporting people. One staff member said, “It’s your approach, go in with a smile, check how they are, introduce yourself. It’s the little things. You get to know what they want and don’t want by listening and watching.”

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.

Relatives spoke positively about the care provided. One relative told us staff adapted well to their family member’s needs, explaining that when the person felt unwell, staff “Helped them freshen up and made them feel better.”

Staff spoke about the importance of treating people with dignity and respecting their individual preferences. One staff member said, “Everyone has different abilities and needs, so I learn what each person likes and how they want things done. I observe, talk to them and ask. Just because someone is elderly doesn’t make them any less of a person, it means giving even more respect.”

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

People and their relatives told us staff promoted independence and encouraged people to do as much as they could for themselves. One person said staff helped them remain mobile, and said staff “Make sure my trolley is always where I’m sitting so I can walk wherever I want to go.”

Relatives also described how staff supported independence in a sensitive and respectful way. One relative told us staff “Don’t rush her and encourage her to do what she can,” and staff prepared what was needed but “Hand the flannel and ask if she wants to wash herself, then help with the bits they struggle with.”

Staff demonstrated a clear understanding of the importance of maintaining people’s independence. One staff member said, “Everyone has different abilities, so I learn what each person likes and how they want things done. You encourage them to do what they can and give respect.”

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.

Most people and their relatives told us the service responded flexibly when additional support was needed. One relative said staff adjusted visit times when required, explaining carers “came in early so [person] was ready for the doctor.”

Staff described the signs and symptoms they monitored to identify any decline in a person’s health. They demonstrated awareness of risks such as urinary tract infections and when to escalate concerns. Staff shared examples of when they recognised deterioration and how they supported people to minimise distress. One staff member said, “One day [person] wasn’t themselves. They opened the door then went straight back to bed, which wasn’t like them. They said their neck was hurting, so I called an ambulance and their next of kin. I stayed with them for 4 hours while we waited because they wanted me to hold their hand.”

The provider had arrangements in place to support the wellbeing of their staff.

Although staff reported feeling supported, our findings showed that Working Time Regulations were not always followed. Some staff did not have sufficient breaks between shifts, and oversight processes did not always identify all staff affected. In addition, travel time between visits was not always adequate, which contributed to delays and impacted staff’s ability to always meet scheduled call times.

Staff told us the provider took steps to support their wellbeing and respond to issues raised. One member of staff described positive experiences accessing the organisation’s wellbeing support. They reported that they had used the online wellbeing and therapy service and found it highly beneficial. The staff member stated that having “Someone to talk to with no judgement” had been particularly helpful and described the support as “Brilliant” for both financial and mental health concerns.

Staff received recognition for their contribution, including long‑service certificates and small gifts. One staff member told us being recognised “Felt lovely” and said they wore their badge “With pride,” adding it was “Nice to be appreciated” and made them feel their efforts were noticed.

Staff also had access to an early‑pay system, allowing them to view and withdraw part of their accrued earnings if needed. Flexible working arrangements were available and took account of caring responsibilities. Regular team meetings took place, and we saw staff were acknowledged for their work during these meetings.