Helping Hands Epsom

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment we rated this key question as good. At this assessment the rating has remained as good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 79 (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 had a very clear shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and an exceptional understanding of the challenges and the needs of people and their communities.

All staff felt strongly about the importance of giving back to the local community. This was done by hosting coffee mornings in local retirement villages. The registered manager told us, “We don’t go there to sell or with leaflets. Instead, we provided the tea, coffee and cakes and it’s an event for people to come and mingle and have a chat. We are going to do another one and ask Age Concern to come along too so they can offer advice to people. To try and do something like that quarterly to me is important as its giving back.”

Staff had also taken part in a ‘backwards advent calendar’ over the festive season, in which they collected 17 bags of food to deliver to the local foodbanks. Staff had also collected toys to give to children at 2 hospitals to help them celebrate Christmas and bring some joy to them over the festive period while receiving inpatient medical care.

The registered manager spoke highly of her staffing team and acknowledged the important part they played in delivering quality care to people. They told us, “I wouldn’t want to do my job without them, and they really are what makes Epsom, Epsom. I am so lucky. There’s something special here, it’s the feeling when you walk through the door. They look up from the computers and say ‘hello’ when someone when walks in. It’s a big family.” The provider had recently integrated the coordination and support of live-in carers to their local branches. The registered manager told us, “It was called project Rose. It was about bringing live-in carers into local branches, so they had local support. I have the most live-in clients in the company. We hold their hands so well. It was a beautiful achievement.” Equally, staff told us of their pride in working for the service. A staff member said, “One staff member told us, “The service Helping Hands Epsom provide is one of the best I’ve had the pleasure to help deliver. They go above and beyond not just for clients but also for their staff. They accommodate as much as they can, they deliver very person-centred care and ensure that all care is delivered with respect and dignity.”

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research.