Unique Personnel (UK) LTD - LEWISHAM

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 inspection 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 had an initial assessment before they started using the service. Assessments were carried out to determine if the service was right for people, could support them and meet their requested needs. Assessments were used to prepare people’s care plans to provide staff with the information and guidance they needed about people to provide them with effective care. This included information about people's specific medical conditions, their mobility and risks associated with these. A relative said, “[Family member] had a care plan and care package sent from the hospital and was assessed.”

We noted that not all people had a Hospital Passport in their care file, which is important for other health professionals to refer to should the person be admitted to hospital or require treatment elsewhere. It contains easy read information about the person, their health needs and their preferences. The registered manager told us they would implement these for both children and adults who use the service where applicable, for example if they had disabilities.

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. Care coordinators or field care supervisors met with people and their relatives to discuss the level of support they needed. Care plans included information that was relevant and important to them. For example, their desired objectives and positive outcomes for their support. This promoted people’s independence and working with them to achieve their goals. Staff were able to identify if people required further treatment or support. A staff member said, “I look at care plans and SALT (speech and language therapy) assessments as well as monitoring signs such as dry lips when supporting with people with eating and drinking well.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once. There was a collaborative approach to planning and coordinating people’s care and treatment. People and relatives felt the service worked well with other health and social care services so that people could receive continued care and treatment. The staff and management team knew whom to contact for advice about people’s health and support needs. They knew the details of health professionals such as the person’s GP. A relative said, “The carers all know [family member] well now, and us as a family and would tell us or the GP if they were worried.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. The service supported people to live healthier lives and where possible, reduce their future needs for care and support. Records showed staff supported people with their food and drink and taking their medicines. A staff member was able to describe specific types of support. They said, “A client wanted a dental appointment and transport had been arranged. However, the client was assessed as having no identified need to attend appointments, but my manager agreed I could support the my client regardless. [Person] was very grateful for the support I gave them to have their check-up.” This showed people were being supported to maintain their care routines and maximise their health, independence and wellbeing.

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 felt the service benefitted them and helped them get on with their lives. The service also supported some children with disabilities by accompanying them to school or after school to take part in activities. Relatives told us their children enjoyed spending time with staff, and it helped with their development and wellbeing. A relative said, “My [family member] sees a carer for 1 hour in the week and 4 hours on a Saturday, who reads to him and tidies his room. [Family member] loves their carer. Carer is part of the family now.” Staff who supported adults in the service told us they ensured they monitored people’s health to ensure they received positive outcomes and quality of life. A staff member explained a positive outcome for a person who had spent time in hospital following a fall. They were supported to regain their strength and mobility on their return home by staff in the service. A person said, “They are all very kind and very helpful.”

The service provider told people about their rights around consent and respected these when delivering person-centred care and treatment. Staff told us they asked for people's consent at all times before providing them with support. People’s choices and decisions were respected. People told us they were asked for their consent by staff in relation to the care and support they received. They were involved in planning their care and records showed people confirmed their consent by signing their care plan documents. The service followed the principles of the Mental Capacity Act (2005) to assess people’s capacity to make decisions for themselves. We saw records of assessments and decisions made in people’s best interests. A person said, “The carers are very gentle when washing me. They always ask my permission.”