121 Health&Care Limited

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• 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 prior to them moving into the home to ensure these could be met safely. People and their relatives, where appropriate had been involved in planning their care and reviews.

People’s care records were person centred. An assessment of people’s needs included communication, health, emotional well-being and mobility. People had regular check-ups with health and social care professionals to support them to achieve positive outcomes.

Staff demonstrated a good knowledge of people’s needs and told us they were kept up to date about any changes. One staff member told us, “I do consider that the servicesare learning and are alwaysin a continuous improvement, becauseas a team, we are all aware of communicatingthe need or the changing needs of our customers [people], and as well, other professionals are involvedand reports are made.”

Relatives told us they were involved in reviews of their care. One said, “It’s very good, we have had them a couple of years now, they did the care plan before they started, and we have had conversations about it several times since, we have never had a problem.”

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 provider used recognised assessment tools to help determine the most appropriate care and treatment people required.

Some people were supported with food and drink intake. One person told us, “They [staff] get my breakfast, they cook my lunch, just what I want to eat, and they take me shopping weekly. They take me to my hospital appointments in the car, and they all know what they are doing.” People’s dietary needs and preferences were recorded in their care plan and staff were knowledgeable about people’s dietary needs.

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.

Healthcare professionals and therapists provided information and guidance for staff which was recorded in people’s care plans. Staff maintained a record of their visit and outcomes.

People told us they had access to external health and social care resources such as GPs, dentists and opticians. One relative told us, “They [staff] are all very kind, they have even taken [person] to their appointments, so kind.” Another said, “[Staff] have helped me to ask the right questions at the hospital and helped me sort things out.”

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.

The provider ensured relevant referrals were made when there may be underlying health issues that needed additional support. Where healthcare professionals had provided guidance for staff this was documented in people’s care plans.

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 and relatives were happy with the service provided, and felt staff monitored people’s needs well. One relative said, “It relieves such a lot of stress from us to know [person] is well looked after.” Another commented, “They [staff] are very well trained; they go above and beyond what you would expect.”

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

The Mental Capacity Act 2005 (MCA) provides a legal framework for making particular decisions on behalf of people who may lack the mental capacity to do so for themselves. Staff had received training regarding the MCA and policies were in line with the principles of the MCA.

Mental capacity assessments and best interest decisions were in place as required

People told us staff always sought their consent before supporting them. One person told us, “They [staff] ask always ask my permission first.”

One member of staff told us, “By ensuring that I do not assume a person lacks capacity if a legal document does not state otherwise, in line with the Mental Capacity Act 2005, I take into account their wishes and involve them in decision-making about their own care. I obtain consent before providing care, share information appropriately, and respect their right to say no to any care or intervention they do not want. I also safeguard their personal data in accordance with GDPR (General Data Protection Regulation ) and always respect their right to privacy.”