Heed Care 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 inspection for this service since they were registered in November 2022. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 79 (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. The provider used a range of assessment tools to ensure they fully understood people’s needs. People had an initial assessment before they started receiving care, which was reviewed after 4 weeks to see if any changes were needed. A relative was positive about the initial assessment process. They said, “We were all involved and they got a lot of information from us. It all got put into place and once completed, the care started. They explained it all really well and it went smoothly. It was a good experience."

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 met with people, their relatives and any relevant health and social care professionals to gather important information about people’s medical histories and health conditions. Local authority assessments were also reviewed and discussed to help develop people’s individual care plans. Where appropriate, the provider had best practice guidance available for staff to ensure people received a good standard of care. This included support with reduced mobility and best practice around oral hygiene.

The provider worked well across teams and collaborated effectively with a range of health and social care professionals to ensure people received coordinated and consistent care. There was clear evidence of strong partnership working with local GPs, pharmacies and the community mental health team. These relationships helped ensure people’s health needs were met in a timely way and led to positive outcomes. Staff liaised regularly with GPs and the local pharmacy when people were experiencing a decline in their mental health. For example, a person was supported through a joint approach involving their GP, the pharmacy and the community mental health team. This resulted in a tailored approach that helped stabilise their condition. Communication between services was timely and effective, with staff demonstrating a good understanding of when to escalate concerns and how to advocate for people’s needs. A health and social care professional told us they were always kept updated about people’s health and wellbeing, especially if any missed appointments could lead to negative outcomes.

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 and their relatives told us staff were proactive in reporting any changes in their health or if they had concerns about people’s wellbeing. People were also supported to attend appointments. A relative said, “They always remind [family member], but also encourage them if they refuse. I also get an update after the appointment to know what happened. This is helpful.” We saw the registered manager had also contacted the local authority for people to highlight further support was needed to help manage their care needs. This included support for access to grants and adaptations in the person’s home to help increase their independence.

The service demonstrated an exceptional commitment to monitoring and improving outcomes for people, with a strong focus on involving people and continuous learning. The provider fostered a culture within the team where staff understood the level of care they provided would have a tangible difference in people’s lives. Staff worked proactively with people, their relatives and a range of health and social care professionals to review progress to ensure care remained effective and person-centred. There was clear evidence that people experienced significantly improved outcomes as a result of the care they received. For example, people with complex mental health needs had shown marked improvement in their physical and emotional wellbeing after receiving coordinated support from the staff team working closely with the community mental health team. A healthcare professional praised the level of support people received where they helped them live better lives. They said, “With all the support that they have had, it has had such a positive impact on them. Before, when the care was not there, people were in crisis, would miss appointments. They had a lot of downs. But now, this has all changed with the monitoring and has improved their health and wellbeing.” We saw feedback from another health and social care professional that stated, ‘I can say confidently that the support from Heed Care has helped [person] live a more fulfilled life. The support has improved their sense of self and mental health. They have not required hospital admissions for 3 years and I believe this is thanks to their support.’ People and their relatives also praised the positive outcomes. A person told us how the staff support gave them confidence to fight every day when they were in a crisis. Comments from relatives included, “I have a lot of confidence in the service, not just the care staff but the whole management team. The big selling point for me is they go above and beyond. This has had a positive impact in their life” and “It has had a massive positive impact on their mental health. [Family member] is much more relaxed, looks happier and is just better all round."

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. Mental capacity assessments were completed during people’s initial assessments and the registered manager had a good understanding of their legal requirements. Staff always asked people for their consent and had completed the relevant training to support their understanding. A staff member added, “We have received this training and we make sure we always ask for permission and get their consent. Our communication is very important.” The provider also monitored this during home visits and observed care staff interactions to ensure best practice was followed. The registered manager added, “We cannot assume anything and have to give people choice."