Servoca London

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 newly registered 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 records showed assessments were undertaken prior to using the service. Care plans, including risk assessments, were compiled and reviewed at quarterly. However, these could be reviewed sooner if a change to a person’s care needs necessitated an earlier review.

Care plans were detailed and referred to relevant areas dependent upon people’s current care and support needs. For example, care plans included keeping a check of people’s skin integrity, hydration and nutrition. They also included action care staff should take if someone’s health was deteriorating. Guidance on the safe management of medical devices used to support people was also included.

Care records also included details of other health and care professionals involved with people’s continuing care.

The care plans were written in the first person, putting each person at the centre of the information about their care and support needs and from their perspective.

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 staff documented the support provided, recorded observations, noted any concerns, and the detail of outcomes of the support provided. The manager regularly reviewed the completed care worker notes to ensure quality, and continuity of care. This was carried out to ensure that any concerns or changes in needs are promptly addressed and followed up as required.

Care system access was protected and restricted to authorised staff to uphold confidentiality and data protection standards.

The recording on care observations was in accordance with organisational procedures. Care staff used an electronic database recording system which meant that care notes were immediately and readily available to the service provider.

If people required assistance to prepare and eat meals this was made available. Care Staff supported one person to maintain a healthy diet and suitable level of hydration.

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.

The provider had not needed to be involved in people transitioning to use other care services but had systems in place to share relevant information with agreement from people using the service.

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 showed us evidence of partnership working with other health and care agencies. We found that communication with these partner agencies took place, and due to people’s complex health needs they were in regular communication with a range of other health and social care agencies. The effect of this partnership working was that people received consistent care in line with their agreed care plan which met their current health care needs.

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’s care and support needs were regularly monitored which we saw evidence of in care plans and risk assessments. These all showed, along with other areas of day-to-day oversight, that the service paid attention to people. A care worker told us that “I encourage people to stay active where possible and support healthy eating and wellbeing.”

Each person required support to take their medicines. Care staff supported one person and the other was assisted by a member of their family. The service carried out routine reviews of Medication Administration Records (MAR charts) to ensure appropriate oversight. this monitoring also took place with care records to ensure these were clear and reflected people's desired outcomes.

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

There were systems and processes to support people to make decisions. People were encouraged to share their views and make decisions about their care. Each person using the service had capacity to do so.

Everyone using the service was able to provide informed consent. The provider had policies and procedures in place to respond when people may need to have their capacity assessed, although this had not been necessary for people currently using the service. Care staff had re4ceived training in relation to the mental capacity act.

A care worker told us ”Yes, consent is always important. People or their families are involved in agreeing to the care provided.