Help at Home (Danbury Gardens)

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 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 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 spoke positively of how staff treated them with kindness and respect. A person told us, “The staff are all courteous and respectful.” Family members told us their relatives were supported by a team of staff, which facilitated the development of trusting relationships. A family member said, “I have witnessed the carers with [relative], and they are very gentle, kind and caring. You can see they care about their well-being.”

People’s care records detailed the importance of privacy and dignity when delivering personal care, which included individualised information as to people’s preferences, for example whether they wished for their curtains or blinds to be closed or open, or whether they wished for a towel to be used to cover them. Records also included information as to where groceries were stored, this meant staff knew where to look for items when preparing people’s food, so as they did not have to search through people’s cupboards and promoted people’s privacy.

People’s records consistently documented staff were to knock on people’s front door when they arrived at their home. Information detailed whether once knocking staff were to let themselves in via the key safe or wait for the person to open the door.

People’s care records provided information about their earlier lives, which supported staff to have a better understanding of their life experiences, preferences and beliefs and supported the development of relationships.

The registered manager told us they monitored staff interactions with people to ensure they were treated with kindness, compassion and dignity. This was facilitated through supervision, and spot checks of the care provided. Records showed staff undertook training in dignity and respect, and equalities.

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.

People and family members told us staff were fully aware of their individual needs and how the care and support affected them. A person told us, “The care staff know me and my needs well and will do anything that supports me to live a good life.” A family member said, “My [relative’s] mental capacity has reduced over the last months, the care is provided at my [relatives] pace and the staff let [relative] do what they can, but they ask if they can step in it if gets fuzzy for [relative].”

People were supported by a diverse team of staff who recognised their religious and cultural needs. A family member said, “My [relative] prefers to cook for themselves as a West Indian woman and won’t use the restaurant. The carers understand that and support.” A member of staff told us, “I fully respect people’s religious and cultural needs.” Another staff member said, “I know about different aspects of lots of people’s culture. I make sure these met as there are different aspects of approaching support, including when I enter their home.”

People’s care records provided information as to people’s personal, cultural, social and religious needs, and the role of staff in supporting them as part of their package of care. A family member told us. “The carers know [relative] likes their weekly hair do and nails done, so they take them to the salon in Danbury Gardens and then escort them back to her flat afterwards.”

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

People were fully involved in decisions regarding their day-to-day life, for example, what they wanted to wear and eat, and decisions around their personal care routine. People felt supported by staff to be as independent as possible, and in some instances, equipment was used to maintain independence. A person told us, “I get a care call in the morning for an hour, and then in the evening for 30 minutes doing the things I can’t do on my own. It helps me stay independent as I am disabled, and in a wheelchair, so it’s a lifesaver for me.”

Family members spoke of how the service supported people to maintain their independence. A family member said, “I would recommend the service to anyone wishing to stay independent and safe.”

People’s care records comprehensively reflected the importance of staff in supporting choice and encouraging independence. All care interactions were specific to the needs of the person and provided clear information as to what a person could do without assistance, as well as the support they required to live independently. This included personal care, but also supporting with domestic tasks, such as cleaning and laundry, and assistance to access services both within Danbury Gardens such as the hair salon or café, or the community.

Staff spoke of their involvement in supporting people to access services. A member of staff told us, “I support people to go to restaurants, library, sports hall, it is dependent on what they want. For example, I take a person with a visual impairment shopping and to restaurants on a weekly basis, when I arrive (at the person’s home) they tell me what their preference is for the day. It is entirely their choice as to where they wish to go.” Where people were independent in accessing the community, staff provided support in other ways. For example, a member of staff told us, “There are some people who attend Church, but they do so independently. We do book taxis for people.”

The registered manager informed us they held coffee mornings for which they encouraged people to attend. Where people requested support to access services within the community, if this service was not currently part of their funded package of care, then a request for additional funding to support the person was made to the funding authority.

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.

People and family members were positive as to how staff monitored and responded to their relative’s distress or discomfort. A person told us, “I did use the emergency night call a little while ago when my electric bed froze mid-air. Staff went over everything calmly with me and then realised that the plug had come partly out of the socket. Staff organised for the bed to be moved slightly and it hasn’t happened since. A little thing but made all the difference.” A family member told us, “My [relative] did have a fall recently and Help at Home staff alerted the ambulance and paramedic and kept me informed.”

The registered manager monitored the service to ensure staff arrived on time and stayed for the agreed duration of the care call. A record was kept of staff responses to emergency requests for assistance as part of the local authority block contract. This enabled both the provider and external social care partner to maintain oversight of the provision of care provided.

Danbury Gardens supported a call system for people, who wore a pendant or bracelet which they could activate if they required assistance. The request for support would alert staff who carried handheld devices, enabling staff to respond to respond to emergencies.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they felt valued by the registered manager and proud of their work. A staff member told us. “I do feel respected for the work I do. I receive cards of appreciation form the registered manager.” Another member of staff said, “We do have a carers award system, it is a nomination scheme, an e-mail sent to the carer telling them they have been nominated and the carers name goes forward to the company’s national awards ceremony.”

Care professional team meeting minutes included discussions around recognising self-care, with an emphasis on staff being mindful of their physical, emotional and mental well-being, recognising their own needs and encouraging them making time for themselves. A member of staff told us, “There is a face to face meeting every 3 months, known as a ‘engagement well-being’ supervision, which asks staff how they are, which is recorded and reviewed at each meeting.”

Information around human resource policies, including annual leave, staff safety and well-being were included within the staff handbook. Staff had the option of a Blue Light Card, which provides discounts for staff working in several services, including those employed in the social care sector.

The provider had processes in place to monitor, improve and promote staff safety and well-being. Staff were supported through regular supervision and support. An Employee Assistance Programme provided a service for staff to talk with trained advisors for immediate confidential support for financial, emotional or well-being, and provided support in a wide range of health and well-being areas.

The provider informed us they had access to an external occupational health company who supported with the assessing the health of employees, particularly if staff return from a significant period of absence due to sickness or if their GP has advised reasonable adjustments could be made.