Visiting Angels - South Middlesex Also known as Murray Moments T/A Visiting Angels

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 79 (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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People and relatives told us they had been involved in the development and review of their care plans and risk assessment. Their comments included, “We’ve met [senior staff member] a couple of times to discuss the plan”, “We have a visit and go through it” and “It’s a constant thing, I am involved.” The manager explained they would meet with the person and any relatives they wanted involved in their care to identify their wishes in relation to their support needs. Care plans and risk assessments were developed and regularly reviewed with the involvement of the person. The person was contacted shortly after the care started to ensure their support needs were being met. There were regular checks with the person including telephone calls and spot checks to ensure the care provided reflected the person’s care plan.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

The manager said staff were kept up to date with best practice though team meetings and regular communication. The manager explained every month there was a theme was selected related to care and they tried to relate it to any national awareness months. The theme was discussed during supervision and team meetings. Staff received a weekly email which discussed best practice in relation to the theme and how staff could implement this into the provision of everyday care. The newsletter also included other news relating to the service. The manager said a dementia nurse provided specific training for staff. A staff member was previously a specialist stoma nurse, and they provided training for other staff.

The manager kept up to date with best practice by attending local authority provider forums, meetings held by social care organisations such as skills for care and attending online training courses.

Staff completed a range of training which included supporting people living with dementia, autism or a learning disability. A staff member said, “The training has enabled me to understand and support clients.”

People’s care plans identified if they required support from staff with preparing food and eating meals. The care plan identified if the person could eat their meals independently, if they required support from staff, who prepared their meals and if they had any risk of choking or other specific nutritional requirements. The person’s care plan identified their food likes and dislikes as well as and requirements for religious or cultural preferences.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Staff confirmed they understood how to raise any concerns they may have relating to changes to a person’s wellbeing. A staff member told us, “Inform to the care supervisors to visit the person and ensure all changes are reflected in the care plans and risk assessments and to speak with any professionals if needed.”

Staff had supervision and team meetings where they could discuss any issues and concerns with senior staff.

Staff completed records of the care provided during each visit which other staff who visited the person could access. This meant information relating to the person and their care needs could be shared between staff. The manager told us staff received updates relating to a person’s care though WhatsApp and being contacted directly by senior staff.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Relatives told us staff supported their family member, if required, to access healthcare professionals. Relatives’ comments included, “We haven’t had the need yet, but the staff are very willing, I’m sure they would”, and “They helped [family member] on a hospital visit.”

The provider had developed policies to provide information for staff on specific areas of care such as catheter care, diabetes and percutaneous endoscopic gastrostomy (PEG).

The manager told us people were supported to contact the GP, district nurses and accessing the pharmacy to ensure medicines were provided in a timely manner. Information on changes in relation to a person’s heath were shared with staff through secure communication systems. Care plans provided the contact information for any health and social care professionals involved with supporting the person.

The risk assessments related to medical conditions included information for staff on the condition, how it impacts the person’s life and any considerations in relation to how their care is provided.

The provider monitored all people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they fully met both clinical expectations and the expectations of people themselves.

The manager told us, as part of the review of the person’s care needs, senior staff would work with the person to develop outcomes as part of their care. Care plans identified outcomes related to aspects of the care being provided. There was a description of each of the care needs with possible risks identified. There was guidance for staff on how to provide support whilst working towards the related positive outcomes. An example of this was where a person may experience low mood, the care plan directed staff to provide care in a consistent and calm manner to promote stability and support emotional wellbeing. The outcomes were reviewed as part of regular checks on the care plans to ensure they reflected the person’s support needs.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

The provider had a procedure which enabled them to identify if a person was unable to make informed decisions about their care. Senior staff completed a mental capacity assessment as part of the initial care needs assessment. The outcome of the assessment was recorded in the person’s care plan with any support required to make decisions.

Staff confirmed they had completed training in relation to the Mental Capacity Act (MCA) 2005 and their understanding was assessed through a competency assessment. A staff member said, “I have received training on the Mental Capacity Act which helps to protect individuals who may lack capacity to make decisions for themselves.” Staff were provided with information cards which provided guidance on the MCA.

People’s signature to demonstrate they had consented to their care was recorded. Relatives confirmed staff supported to make choices about their care.