Excellence Healthcare 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 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. A comprehensive assessment was undertaken to find out about the people using the service, their life histories, their interests, their goals and their support needs. People and those important to them were involved in the assessment process so staff could capture accurate and detailed information. This information was used to inform care planning.

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 registered manager stayed up to date with best practice guidance, including National Institute for Care and Health Excellence (NICE) guidelines. They distributed this information to their staff team so they were informed and were able to apply it to the care and support they provided. The registered manager told us, “We do observations to ensure staff are following the NICE guidelines. We make sure we embed the NICE guidelines in our training and meetings. During spot checks the field supervisor will be able to see if they are complying with the standards.”

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.

Staff were proactive in contacting healthcare professionals if they identified any changes in people’s needs to protect their health and welfare. The registered manager told us, “Sometimes when the client is discharged, they are allocated to the district nurse team so we liaise with them to ensure we are all working together and there is good communication. We liaise with the district nursing team if we identify they need to come in earlier, for wound dressing. We follow up with the GP if a medicine review is required. We also speak with speech and language therapy teams and ask the GP to do a referral if we think someone ishaving swallowing difficulties. We also have a relationship with the community mental health team and work with them on a certain client and we work together.”

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.

Staff were proactive in supporting people to be healthier and happier Staff provided any support people required at mealtimes and with meal preparation. They took account of any dietary requirements people had and provided support in line with people’s cultural and religious preferences. For example, staff were aware not to bring any pork products into the home of a client who was Muslim.

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.

Staff provided individualised care that met people’s needs and supported them to achieve their goals. The registered manager told us about a person who had spent a prolonged period in hospital and their health and wellbeing, both physically and cognitively had declined. The staff had provided time and support with this person and their eating and mobility had improved, they now had more confidence and were accessing the local community with support from their care worker.

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

Staff adhered to the Mental Capacity Act 2005 and were aware of who was able to consent to their care and who required support to make decisions. They ensured they obtained people’s consent prior to providing care. If people were unable to decide, they liaised with those that had the authority to make that decision on their behalf.

Some staff told us, “I always ask before doing anything, like “would you like me to help you now?” “Obtaining consent is essential” “I respect people’s choices and ask for consent before I start any tasks.”