Safe Hands Care & Support Services

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 we rated this key question good. At this assessment the rating 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 and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans were person-centred. We found that people’s diverse needs were respected and integrated into their care planning. Care plans clearly detailed how to support each person as an individual, including information relating to their protected characteristics and any cultural, religious, or communication needs. Staff completed daily care records for people, which showed staff were meeting people's individual needs as recorded in their care plans.

People told us they were involved in planning and reviewing their care. People told us their personal preferences were listened to and acted upon, such as being able to choose the gender of their care workers.

Staff knew people's preferences, likes and dislikes. They provided support in line with legislation, standards and guidance to achieve effective outcomes. Information within care plans included preferences with daily routines.

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.

People and their relatives told us the service worked well with other professionals when needed. This included GPs, social workers, community healthcare teams and pharmacies. Management were knowledgeable about people’s diverse health and social care needs. Staff advocated for people and worked alongside external health professionals to help ensure they received appropriate support with their health needs.

People received the full care and support, and the provider worked with commissioners to ensure continuity of care was managed. People and their relatives told us people received care at agreed times from consistent teams of staff.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People were provided with ‘Service User Guide’ which outlined clear service agreements that detailed how they could raise concerns and what they could expect from staff.

People’s communication needs were met. Each person’s specific communication needs were detailed in their care plan and staff supported people according to their needs and preferences.

The service was aware of the Accessible Information Standard (AIS). The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss and in some circumstances to their carers. Information and easy read formats were available to people who needed them.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People and relatives were encouraged to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people and relatives in decisions about their care. People and their relatives told us, “I speak to the company regularly for feedback” and “I have a good relationship with the company. [Manager] came to see how it was all going, they filled in a form with the answers that I gave them. I told them everything is fine.”

Complaints and concerns were responded to in line with the provider’s policy. There was an up to date complaint policy in place and the provider recently introduced an electronic system that could track complaints. Systems in place ensured the quality of care could be assessed, monitored and improved upon. People we spoke with did not report any complaints and told us, “I know who to contact [to make a complaint], I’ve got a phone number for the office.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People received care and support equitably, regardless of a person’s background, language, or culture.

The provider had policies and procedures around equality and diversity. Staff told us they had received training in equality and diversity. This helped to ensure they had awareness of people’s protected characteristics and the requirement for all people to receive fair and equal treatment.

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.

The provider complied with legal equality and human rights requirements, including avoiding discrimination and having regard to the needs of people with different protected characteristics. We spoke to people about their experience of care. They did not report any barriers to care related to discrimination.

People were supported to access the services they needed. The provider told us about working with professionals and stakeholders to support and meet outcomes for people. There were processes in place to support people in expressing their views and gathering feedback.

Staff received equality and diversity training. This helped staff to understand and value difference.

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.

People were supported with their end of life care appropriately. An end of life policy was in place and end of life training was facilitated to staff. Systems were in place to ensure end of life support was provided working alongside community professionals. Care plans contained details of people's end of life wishes for those people who wished to disclose them.