St Anns Healthcare - Main Office

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• 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 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 and their relatives told us they had been involved in their assessments, care planning and reviews. One person told us, “The staff ask me all the time if things are okay. I mainly have the same staff, so they know when anything changes.” We saw that care plans were reviewed involving all the relevant people. People’s differing communications needs had been appropriately recorded. A variety of clinical assessments tools were used to assess and manage people’s 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.

Care plans and records of care provided mostly reflected current legislation and best practice guidance. People told us they felt staff knew their relatives needs well and supported them in the right way. A relative told us, “My relative is happy with the care the carers know him well and they are wonderful.” People’s hydration and nutritional needs were assessed and where support was needed this was documented well. A relative told us staff were good at providing support with food choices and in ensuring their relative ate well.

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 and office staff understood how to seek support from health and social care staff when required. Care records were electronic and these were accessible to staff in live time. Care staff said they were able to access up to date information about people via an electronic app on their phones and that they also received phone calls or could phone office staff or on call and always got a good response. Regular meetings with staff and the management were held for sharing information. External professionals were positive about the contact with office staff and the registered manager.

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 were supported to access a variety of other health professionals if and as they needed to. Office staff were aware of how to access a variety of health and social care staff should there be a need. Care plans included information about people’s medication and past medical history. Care staff confirmed they had received relevant training and understood what actions they should take if a person’s health needs changed.

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.

Care staff and the management team monitored people’s support and care to ensure this continued to meet their needs. Continuous monitoring by the care staff was fed back to the management team via electronic updates. Care staff told us they would call the office or on call if they identified any changes in a person’s needs or a possible new need and were confident office staff would take appropriate action.

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

The registered manager, office and care staff understood their responsibilities in relation to mental capacity and consent and confirmed they had received training in relation to this. However, the records used for consent need to be improved to ensure consent had been obtained and recorded in line with the MCA. Information about people’s ability to make decisions about the care they were receiving was included within assessments. Care staff confirmed they would always seek consent before providing care.