Supported Living Services Uxbridge

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 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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People and their relatives told us they had been fully involved in having their needs assessed and compiling their care plans and risk assessments. People also told us their care and support needs were regularly reviewed, and their care plans and risk assessments were updated if changes were needed.

A person told us there was good consistency with the staff and they knew their needs well. They said, “They know me, and I know them.”

The service had effective systems and processes for assessing people’s needs. Some people had complex needs and required high level support. Each person had an individually tailored care package, and their support needs were regularly reviewed and any changes or updates that were required were made accordingly.

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.

People’s support plans contained information that was personalised and outlined each person’s specific health, care and support needs. Staff had completed person specific training, in addition to core training, to better understand people’s individual needs. A person using the service told us how they had helped train and educate staff about their health condition.

People’s nutrition and hydration needs were met in line with current guidance. We saw that people using the service were involved in planning their meals, as well as shopping and preparing them as much as possible. Staff maintained detailed daily records of what, and how much, people had had to eat and drink each day and encouraged people to maintain healthy and balanced diets.

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.

All the staff we spoke with confirmed they maintained regular contact with each other, as well as the registered manager. Staff working in locations that were a long way from the organisation’s head office told us this did not impact on the level of support they received, nor the communication. Staff said the registered manager visited each location at least once a month and there were frequent telephone calls and meetings in between.

A member of staff told us how they had supported a person in their previous home, which was a residential home owned by the same provider. The staff member said they got on particularly well with the person, which is why they were chosen to work with them when they moved to their new supported living accommodation earlier in the year.

The staff member said they had completed relevant training for the person’s individual needs. They added that the person did not present with behaviours that were difficult to manage and they felt safe working alone with them. In addition, the member of staff said the person’s old home was very nearby, so they could call on them and they would respond very quickly if additional support was needed.

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.

Staff told us they monitored people’s health and wellbeing on a daily basis. They made appropriate referrals to healthcare professionals and accompanied them to appointments when needed. We saw evidence of people attending dentist and ophthalmic appointments. People had ‘Health Action Plans’ and their weights were recorded. We noted that 1 person needed to drink water regularly and we heard staff reminding them to do this. We also saw that staff supported a person with exercises provided by a physiotherapist.

Staff explained how they monitored people’s intake of food and drink and supported them to have a variety of meal choices, particularly where they lacked understanding about nutrition and healthy eating. - People’s care plans also contained information in respect of dietary needs, allergies and health conditions.

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

Staff told us that regular quality assurance checks were carried out by staff and the registered manager. These helped make sure the care and support people received was safe and being carried out to a good standard. Staff also told us there was regular information sharing to help make sure each person’s needs continued to be met the way they wanted and needed.

People and their relatives told us they had regular opportunities to give feedback and could usually talk to a member of staff or the registered manager any time they needed. People said they felt comfortable and able to speak up if they had any concerns about anything.

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

Staff we spoke with demonstrated a good understanding of the Mental Capacity Act 2005 (MCA) and said they had completed training in this area. Records we looked at also confirmed this. Staff described situations where they had needed to act in people’s best interests and they understood the need to offer choice and wait for permission before providing support.

A member of staff talked about gaining consent from people in general and gave examples around how they obtained consent for the person they directly supported. Another member of staff told us the person they supported was clear about what they wanted or didn’t want. The staff member explained how they offered choices and the person would point to indicate her choice.