Helping Hands Bromley

“People received personalised care from staff who were kind, knowledgeable and understood their individual needs. Staff knew people well, managed risks appropriately and worked effectively with healthcare professionals to support positive outcomes.”

“We identified concerns regarding leadership and governance. The service had experienced frequent management changes and there was no registered manager in post at the time of our assessment. Staff, people and relatives told us this had affected communication and continuity. Although audits and quality assurance systems were in place, they had not always identified or addressed issues relating to record keeping. For example, incidents were not always recorded promptly and care records did not always contain sufficient detail to demonstrate care had been delivered in line with care plans.”

“The provider had identified these areas for improvement and was taking steps to strengthen leadership, communication and oversight of the service.”

“People were involved in planning and reviewing their care and told us they had choice and control over how support was provided. Care plans reflected people's preferences, routines, and what mattered to them. Staff received relevant training and were supported to deliver safe and person-centred care. The provider also worked collaboratively with families, healthcare professionals and community organisations to promote continuity of care. People received their medicines safely. Staff followed infection control procedures. People knew the process to complain about the service. People and their relatives were positive about the care and support they received.”