Ivy Grace Home Care LTD - Kirby Cross Branch

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.

At our last assessment we rated this key question Requires Improvement. At this assessment the rating has changed to 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 told us about their experiences of how the provider carried out assessments. One person said, “Before I received care from the agency, a staff member visited me to ask different questions on what support I wanted and the times I need the help. I was also given a copy of the assessment.”

The registered manager completed comprehensive needs assessments with people and, where appropriate, their relatives. This helped to ensure people’s views, preferences and assessed needs were considered when planning their care and support. Following the assessment, people were provided with a copy of the information, which promoted transparency and enabled them to review their care plans when needed.

Care plans contained detailed information about people’s personal histories and clearly recorded what was important to them, including their faith and cultural preferences. This showed the provider had considered people’s individual backgrounds, values and choices when planning and delivering care.

Staff had access to people’s care plans through an electronic system. This meant staff could obtain up-to-date information about people’s health and care needs when planning support and when working in people’s homes.

Updates about people’s health and specific care needs were shared with staff either verbally or through written records. This helped to ensure staff had current information to support people safely and in line with their individual needs and preferences.

One staff told us, “I would read through the care plan and risk assessment and then I would look through our work communication group to make sure I am aware of any changes. I would also speak to other members of the Care team to see if anything has changed with the person I’m supporting, and we also have staff meetings too.”

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.

Relatives told us they were encouraged to be involved in decisions about their family member’s care and support. This showed the provider worked in partnership with people and those important to them when making decisions about care. One relative told us, “The staff also call me if there are any concerns of changes that I need to know about my [loved one].”

Staff completed ongoing training to help maintain their skills and knowledge. Training records showed these included topics such as dementia care and supporting people with their mental health needs.

We reviewed support plans and found they contained person-centred information about people’s individual preferences and how they wished to be supported. This showed people’s views were reflected in care planning and helped staff provide support tailored to their assessed needs and wishes.

Staff supported people to take part in activities that were meaningful to them. Support plans were also reviewed regularly to help ensure they remained up to date and reflected people’s current needs and wishes.

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.

People told us staff worked well together and communicated effectively. One person told us, “I get on well with all my care staff. They take their time to check how I’m doing. We also have a laugh too.”

The registered manager told us staff maintained regular contact with one another by telephone and through staff meetings. This helped to ensure information about people’s changing needs and preferences was shared promptly, so staff could provide care and support in line with people’s individual needs.

Staff told us communication within the service was effective and positive, which helped them share information about people’s needs and provide consistent support.

The management team told us systems were in place to support referrals to other healthcare professionals when people required additional support. This included contacting services such as district nurses or GPs for advice and input to help meet people’s needs. Although family members were usually involved in making referrals, staff understood the process and knew how to do this if required

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.

People told us their care calls were usually provided by staff they knew well. This meant staff were able to recognise changes in people’s health or wellbeing quickly and respond appropriately. Consistent support from regular staff also helped provide reassurance and continuity for people. One person told us, “I have the same 3 staff who I know well.”

The registered manager told us that relatives usually supported people to access health professionals. However, staff were also available to support people and their relatives to attend appointments when needed, including visits to their GP or hospital appointments.

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 spoke positively about how staff supported them to work towards their goals. One staff told us, “From the outset, I told the manager that my aim was to remain living in my own home and to retain the skills I have. Staff are very good at encouraging me to do as much as possible for myself and only support me in areas I cannot manage independently.”

People’s outcomes were reviewed to help ensure care continued to meet their needs. Systems were in place to monitor people’s health and wellbeing and identify any concerns promptly. Staff knew when to seek advice or support from external professionals where needed. People’s care and support needs were also discussed during team meetings, supervision and reviews, which helped identify ways to improve people’s experiences and outcomes.

Care records reflected people’s individual needs and preferences. This included their preferred times for care visits and the support they needed with specific tasks. Information was gathered from people and, where appropriate, their relatives to help ensure care plans reflected people’s routines, backgrounds and wishes.

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

People told us staff always asked for their consent before providing support. One person said, “before any support is carried out my carer always checks with me if I’m happy for them to help me with my personal care.”

Staff completed training in the Mental Capacity Act 2005 and understood the principles of consent. Staff told us they sought people’s consent before providing support and explained what they were doing during care tasks. Records we reviewed included completed consent forms.

At the time of our assessment, no one was subject to a Court of Protection order. However, the provider understood the legal framework for supporting people who may be at risk of being deprived of their liberty and kept up to date with relevant legislation and guidance.