Helping Hands Cramlington

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 service met people’s needs.   This is the first inspection for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.  

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff at the service 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. People’s care records provided detailed guidance for staff to ensure people received the care they needed, in the way they wanted. Staff member’s comments included, “Care plans are on our telephone App, there is very good information about the people”, and “The care plans are helpful, they have the information you need.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. A relative commented, “Staff have called the GP when needed.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was aware of the Accessible Information Standard. Information was collected before people started to use the service about how they communicated, and the registered manager told us it could be made available in different formats, depending upon individual need.

The registered manager made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People and relatives told us they knew how to raise concerns. A relative commented, “I would call the office if I needed to.” However, some people and staff commented communication was not always effective with office staff. This was being addressed by the registered manager with the introduction of weekly telephone calls by the office staff to people/relatives and staff.

The service made sure that people could access the care, support and treatment they needed when they needed it. People's care records showed they had access to care, support and referrals were made for treatment when they needed it. A person told us, “I was feeling unwell, and a staff member reported it to the office, and they came over to check on me and got the doctor.”

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 plans included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain.

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’s wishes to remain at home were respected when they neared the end of their life. Advanced care plans that were in place explained whether people wanted health intervention if their heart stopped beating and if they wished to be transferred to hospital if their health deteriorated. Information was available about people's religion and cultural preferences if this support was required.