Helping Hands Leicester

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 question 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 71 (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 did not always ensure people’s care and treatment were delivered effectively, as systems to check, review and act on people’s assessed needs were not consistently robust.

People using the service and their relatives told us they had been involved in assessments of their needs and in planning their care. One relative said, “They have called twice to check I am happy with things or if any changes are needed.”

Although care records had been reviewed, we found some instances where people’s assessed needs were not delivered as planned. For example, some care agreed had not been completed, and these had not always been identified through the provider’s review or audit processes. People and relatives, we spoke with gave mixed feedback about this, with some relatives raising concerns that certain tasks were not always carried out as expected. This meant while reviews were taking place, further work was needed to strengthen the provider’s oversight and auditing systems to ensure missed tasks were identified and addressed promptly.

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.

Records contained information about people’s dietary needs. People and their relatives told us they had no concerns about how this aspect of care was managed. Staff said they followed the guidance in people’s care plans and supported individuals to make choices about what they wanted to eat and drink. Care records outlined people’s dietary requirements, providing staff with the information needed to meet these needs.

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.

The registered manager told us they had positive working relationships with health and social care professionals. Where concerns were identified, these were referred to the appropriate professionals, such as district nurses. Records showed that referrals had been made when required.

Staff told us they worked well together as a team. The registered manager said staff meetings were held regularly and included activities such as ice‑breakers to help new and existing staff integrate.

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.

Staff and the registered manager gave examples of how people were supported to remain active and involved in maintaining their health and wellbeing. One person using the service had a visual impairment. The registered manager explained that a carer attended weekly swimming sessions with the person and provided support in the pool. Staff also supported them to attend health appointments. The person remained involved in their local community and continued to attend church activities, including coffee and cake mornings. The registered manager told us this was important to the individual, as “It supports their spiritual needs and helps them stay connected with others.”

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.

Some people’s care records included outcomes such as maintaining independence. People and relatives, we spoke with confirmed the purpose of the care was to promote independence and enable people to remain in their own homes. One staff member said that for some people, care was a temporary arrangement, and they aimed to support them to regain confidence and skills.

The registered manager shared examples of positive outcomes achieved for people. One example involved a person who was cared for in bed. The registered manager explained they recognised the importance of the person spending time out of bed with their family. They worked with health professionals to secure additional funding, which enabled the person to have meaningful time with their family and improved their overall experience of care.

A family member confirmed this and told us the service had helped them access additional support, allowing the person to begin spending short periods out of bed each week. They said this had “Brightened their mood” and described the impact as “Brilliant,” explaining the person could now join them in other parts of the home and take part in meaningful activities.

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

Where people lacked capacity, assessments had been completed and were decision‑specific. Best‑interest decisions were recorded and involved those who knew the person well. One person’s capacity assessment required further detail to demonstrate how the conclusion had been reached, and the registered manager told us this would be reviewed and updated.

Staff had completed training in the Mental Capacity Act (MCA) and demonstrated an understanding of how to support people who may lack capacity. One staff member said, “With people’s capacity, it’s your tone of voice and body language. You give reassurance and respect and explain as well as you can. Just because someone lacks capacity doesn’t mean you can’t communicate with them in a way they understand, you adapt your behaviour to help.”