Helping Hands Liverpool

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment this key question was rated good. At this assessment this has remained good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices. They worked with people in responding to any relevant changes in their needs. Care plans were tailored to reflect people’s individual histories, preferences and goals. Support was adapted to promote independence, dignity and wellbeing. For example, 1 person’s plan included support to resume hobbies and social interaction, while another’s focused on maintaining independence through mobility aids and routine companionship.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Care was delivered consistently and in line with agreed schedules. People and relatives reported that staff were punctual and familiar with routines. Continuity was maintained through having regular carers and clear communication between the office and families. Feedback highlighted that carers were respectful and attentive, and changes to care were well-managed.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and families were kept informed about care arrangements. The service communicated clearly about rota changes, care reviews and made sure people knew how to report any concerns. Complaints were handled appropriately, with actions taken to prevent recurrence. For example, issues around rota communication and carer conduct were addressed through meetings, training and policy reinforcement.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support, which had improved since the last inspection. Staff involved people in decisions about their care and told them what had changed as a result. People were involved in decisions about their care. Staff asked for consent before providing support and respected people’s choices. Feedback from families showed the service was responsive to requests and concerns, and that staff were approachable and supportive. One relative described the service as, “Always there” when extra support was needed.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported quickly and referred in a timely manner to agencies such as the district nurses and other health professionals.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Care notes had improved since the last inspection, and now referred to dates and times when staff had chased appointments for people to ensure they had not been missed.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Staff were aware of people’s preferences and respected their wishes not to discuss future planning, where this applied. The service had systems to update plans as needs changed.