Magic Helping Hands

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.

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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. People's care records contained detailed information about their backgrounds, which staff used to provide personalised support. People and their relatives were complimentary about the care they received, telling us they were always treated with dignity. Comments included, "They’re usually on time and they’re quite jolly you know and kind really, which is rather nice” and “all staff are good and mindful of [name] dignity and privacy. [name] said staff were considerate and didn’t rush them” and “They always treat me kindly. They are careful to respect my dignity when its needed.”

We found that staff knew people well and respected their privacy and diversity. One staff member shared, “Always and I mean it, no exemption, I close the doors, curtains before I start any activity that may include exposure” whilst another told us, “Magic Helping Hands is a solid company with high values and standards regarding the staff and services users, inclusive of all cultures and beliefs”.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences, considering people’s culture and protected characteristics.

Staff told us they worked hard to support people and meet their individual needs. Staff built relationships with people to provide support in a personalised way and how they wished to be supported.

A person who used the service told us, “The carers are all nice, I didn’t talk to one of my carers much to start with but now we talk all the time” whilst a relative shared, “We have a small group of 5 carers who are consistent, they know what is ‘normal’ for [name] and can flag up when things are not right.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The service had effective care planning systems and processes, which helped enable people to make choices and decisions and maintain control over their lives, including their care and support. Staff gave us examples of how they encouraged people to be independent. One staff member shared, “I may guide someone through preparing their meals, managing daily tasks, or taking part in activities rather than doing everything for them. This approach helps people maintain confidence, develop their skills, and feel more in control of their lives.”

People told us staff were respectful of their choices and how they lived their lives. They shared comments such as, “Staff have been very understanding and caring” and “I had asked for no men carers and they have kept to that.”

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. One person told us, “When I was unwell and I needed more help than was on the care plan, they were happy to help me.” A relative told us, “If I need to make any changes, I ring up the office and they will work with us to accommodate things.”

People and their relatives told us about times staff had noticed changes in a person’s health and shared comments such as, “Carers have identified problems suggesting additional help we might need or if we need to contact the GP” and “Staff pick up on things like bruises etc. and will flag it up with family.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The service has established a positive, inclusive, andperson-centred culturewhere staff feel highly valued. We reviewed recent staff feedback and found a high level of engagement, with consistently positive responses across the team. Staff reported feeling well-supported by the management team and expressed pride in the quality of care they provide. Furthermore, staff felt empowered within their roles and believed their contributions were actively recognised, indicating a well-embedded culture of openness and transparency.