'Mollies' Hebe Healthcare Kings Norton

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.

This is the first assessment for this service. This key question has been rated 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’s care was regularly reviewed and people were involved in this process. A relative confirmed they were kept informed of changes in their loved one’s care needs and kept informed of any changes in their wellbeing.

Where people required additional support with their communication needs, action had been taken to ensure they could express themselves effectively. For example, staff had completed Makaton training so they could communicate confidently with people who used this method.

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’s care was regularly reviewed and people were involved in this process. A relative confirmed they were kept informed of changes in their loved one’s care needs and kept informed of any changes in their wellbeing.

Where people required additional support with their communication needs, action had been taken to ensure they could express themselves effectively. For example, staff had completed Makaton training so they could communicate confidently with people who used this method.

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.

Systems were in place to ensure prior to moving into the service, people were fully assessed. This helped the provider confirm not only that they could they meet the person’s needs, but also that the individual would be a suitable fit alongside existing people using the service. A healthcare professional told us, “You have to get the match right and the balance right. This service do that.”

Staff reported communication between management and other members of staff was good. Handover sheets provided a snapshot of the last 24 hours to the next shift. The registered manager reviewed the staff allocation sheets on a daily basis. The deputy manager had a routine of checking handover sheets and told us, “I do a communal walk round to ensure no hazards, check the rota to ensure everyone has turned in and speak to the staff and to the clients to make sure they are ok.”

Hospital passports were in place to ensure information regarding people’s care needs and what was important to them, was shared with other health care professionals. We saw evidence of care being provided.

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.

From our conversations with staff, it was clear they had been given the time to get to know the people they supported and build relationships with them. In turn, this meant staff knew people well and were alert to the potential risks to them. We saw staff were able to pick up from a person’s body language that they were not feeling 100% that day and engaged them in a conversation which resulted in them changing their plans for the day and not going out. Alternative arrangements were made with the consent of the person, who appeared pleased that the alternative option had been suggested by the member of staff.

A relative told us, “This is the best place [person] has been in.” They went on to describe their experiences in other care settings and compared them unfavourably to Mollies Hebe Healthcare, adding, “The staff can’t do enough for person, they understand them better and their problems as they suffer with a lot of things.”

People were given the choice of male or female staff to support them.

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.

People were involved in the regular review of their care needs and their feedback was gathered routinely, on a daily basis. Staff worked alongside other healthcare professionals to ensure learning took place following the monthly review of any accidents and incidents. For example, following the review of one person’s care needs, new ways of supporting them to manage their pain relief were successfully introduced.

A relative described how a loved one had requested and been supported to make healthier choices at mealtimes and this had led to significant health improvements and had a positive impact on their physical and mental wellbeing. They told us, “[Person] has been supported… their mobility has got better, and they are being encouraged to do things for themself."

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

We observed staff consult people before offering support and respect the decisions people made. Each element of a person’s care plan began with establishing the person’s capacity to make their own decisions.

People were supported by staff who had received training in the Mental Capacity Act and understood the importance of ensuring people had real choice and control of their lives. A member of staff told us, “You must ask people what they want. This is most important. If it was my family member, I would expect the same.”

People had signed to give their consent in a number of areas, for example, the taking of photos, and for staff to support them with their medication. The registered manager told us, “We complete these forms every 3 months, but we ask people every other day and check their consent."