Archived: Kind Hearts Care Company Ltd

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 told us they were involved in initial and on-going assessments. Their comments included, “[Registered manager] came out to see me and asked what I wanted” and “[Registered manager] was here about an hour asking me things, a very thorough assessment.” Records were person centred and reflected what was important to the person.

The registered manager told us they ensured each person was assessed so they would know their needs before providing care. Initial assessments were comprehensive and clear covering all aspects of the person and the care they required. Care plans were developed from the initial assessment.

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 were involved in developing their care plans. One person told us, “We did a care plan when we started. They all seem to know what to do.” A relative added, “The carers are all well trained, they’ve spotted health issues and worked out better ways to do things without making you feel like a fool, it's teamwork really, me and them together. [Family member] has probably never been so well really, even with [their] dementia, and [care workers] have kept [their] skin lovely.”

Care plans were personalised to people’s individual needs and provided guidance to ensure their care was effective. The registered manager told us they were part of professional networks, and this helped to ensure they kept up to date with good practice. Staff supported people with their nutrition and hydration and helped ensure people’s preferences were met.

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.

People told us staff worked well together and communicated with them well to meet their needs. One person said, “The [care workers] are all very good. They all know what to do.” A relative added, “They are all very well trained, [family member] can be very difficult to manage. [They] had [medical issue] at Easter and were almost psychotic with it. I phoned [the service’s] emergency line, and they did their very best to help [family member], so I can’t fault them."

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.

People told us the staff knew their health needs and met these. Care records contained detailed information about people’s health conditions and how these might affect people. The staff reported any concerns in relation to people’s health and these were addressed appropriately, for example a referral to the GP and district nurses’ team.

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.

There was evidence of regular reviews and action being taken immediately following any changes to people’s health needs. The service worked closely with healthcare professionals who knew people well and followed their advice to help meet people’s changing needs.

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

The provider was meeting the requirements of the Mental Capacity Act 2005 (MCA). People told us staff asked for their consent and involved them in decisions about their care and support. They said their choices were respected.

The staff were well informed of the principles of the MCA. They told us they always sought consent before supporting people.