Agincare UK Dorchester

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 good. At this assessment the rating has remained 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.

Assessments were completed before care commenced. A person recalled, “They came and asked me what I needed support with, what I liked and disliked. They are very thorough.” Staff told us, “Someone from our office goes and does an assessment and everything is in our care plan very well explained.”

Staff had immediate access to information about people’s needs via the provider’s electronic care planning system. People’s care and support needs were updated as necessary. Records completed by staff accurately reflected the care people received and were person-centred.

Management and staff told us any changes to care provision were made in a timely manner and advice was sought from professionals as required. This included contacting an occupational therapist to assess a person, to ensure they had the correct equipment they may need, to enable them to remain living in their own home safely.

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 had been actively involved in developing and reviewing their care plans and assessments. This person-centred approach enabled tailored care that reflected people’s unique circumstances and wishes. A relative told us, “They know the [person] has dementia, they understand”.

Staff worked together with external health professionals to ensure care aligned with current best practices. The service’s policies and procedures provided clear guidance to staff. Regular training and supervision reinforced the importance of adhering to these policies and best practice.

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 felt confident their information had been shared appropriately and securely with relevant healthcare professionals, such as their GP. Staff maintained records of the care and support provided, which could be shared with external professionals if needed. Feedback from staff and leadership highlighted effective teamwork and clear communication within the service, supporting a consistent approach to meeting people’s needs. Partner organisations confirmed the service proactively shared information and worked collaboratively. Care records demonstrated any contact with health and social care professionals and discussions with relatives.

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.

Care plans set out people’s health needs and lifestyle choices. Staff knew people well and were alert to any changes in their well-being and health. If staff had any concerns they sought appropriate professional advice in a timely way. The use of an electronic records system allowed information about people’s health needs to be updated immediately and be shared efficiently among staff.

People were supported to manage their health proactively, with the service encouraging independence and promoting overall wellbeing. A staff member told us they, “Promote people’s independence by encouraging them to do as much for themselves as they want. For example, picking their choice of food and drink and whether to go out for some exercise.”

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 shared positive examples of how their lives had improved since receiving care and support from the service. One person told us, “I can remain safely at home with the support I get from Agincare staff.” Regular reviews of people’s care and support needs enabled people and their relatives to give feedback and make any changes to the support received. This ensured the person’s wellbeing and enabled additional support to be offered if needed.

During the site visit, we observed people received a friendly, caring approach when they telephoned the office. People were asked about their wellbeing and general conversation followed. This demonstrated people’s familiarity with the management team.

Feedback from staff confirmed a strong commitment to improving outcomes for people, such as ensuring people had enough food available to them and were kept warm, this was especially important during the Winter season to make sure people remained well.

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

The service had informed people about their rights in relation to consent and consistently respected these when delivering person-centred care. People’s rights had been upheld, and where people lacked capacity to make specific decisions, mental capacity assessments were carried out in accordance with the principles of the Mental Capacity Act 2005. The management team and staff demonstrated a clear understanding of their responsibilities in supporting people to make informed choices about their care and treatment.

Where people lacked capacity to consent to their care and treatment, the service worked in line with the MCA to determine whether care and support were in people’s best interests. People told us staff asked for their consent before providing the care they needed,

Staff had completed training in the Mental Capacity Act and were aware of the main principles. They told us they always assumed capacity unless a formal assessment determined otherwise.

A staff member told us, “I have had training in the mental capacity act. I always explain what I am going to do and ask them if they agree.”