Reliable Community Care Services 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. This was 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.

Records showed that people’s needs were assessed when they started to use the service. These assessments were used to develop care plans outlining people’s care and support needs, and the tasks staff were required to perform. People and their relatives told us staff assessed their needs before putting care plans in place. A person using the service told us, “My daughter knows all about my care plan. We can talk about my needs with the carers; they always meet my needs.”

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’s needs, wishes and preferences were recorded in their care plans. Where people required support with eating and drinking, we saw this was recorded in their care plan. A person using the service told us, “My daughter cooks all my meals and keeps them in the freezer. She leaves meals out for my carers to give me. They make sure I eat my meals and I have plenty of drinks.” A staff member told us how a person using the service had explained to them how to make a meal they liked, they told them about the ingredients they needed. They cooked the meal and the person told them they enjoyed it.

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 registered manager told us they worked with health and social care services, to promote continuity and ensure any changes in people’s health and well-being were identified and responded to. A social care professional told us the registered manager had shown willingness to engage with multi-agency partners, including local authority services hospital team, and had been open to discussion regarding care planning and risk management. This was important in ensuring that the individual’s needs were understood and that interventions remained appropriate and person-centred. The registered manager told us they worked with the home from hospital team. The aim was to support people discharged from hospital with their recovery until they got back on their feet.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. People and their relatives told us staff supported them to stay healthy and well. A person using the service told us, “My daughter manages my health appointments. The GP was here to see me last week; my carers will help if the GP visits. If I wasn’t feeling well, I am sure they would call the GP for me.”

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.

A health care professional told us they consistently found carers to be compassionate, professional, and highly knowledgeable about their client’s specific needs. Carers had demonstrated a genuine commitment to delivering person-centred care and had worked collaboratively with occupational therapy services to develop and implement safe moving and handling practices.

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

Staff provided care in line with the principles of the Mental Capacity Act 2005. Staff told us they always gained consent from people before providing them with care. People and their relatives told us staff sought their consent before providing care and support. A person using the service said, “My carers always ask me how I want my care done. They take their time and aren’t pushy.”