UBU - Harrogate

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.

The provider completed an assessment of people’s needs, known as ‘This is Me’. This was a comprehensive assessment and focussed on people’s strengths, preferences and areas where they needed support. Documentation contained detailed information relating to communication, sensory needs, emotional wellbeing, health requirements, cultural needs and support arrangements.

Records demonstrated that support planning was developed around individual needs and assessments were used to inform person-centred care and support arrangements.

People’s assessments and support plans were regularly reviewed, including when their needs changed and following any significant incidents.

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 management team were aware of best practice and used appropriate tools to assess and monitor people’s care and support needs. This included specific areas, such as skin integrity, mobility, eating and drinking. People received support in line with their assessed needs, but we discussed with the provider that fluid intake records could be improved to enable staff to monitor this area more easily. Bowel monitoring records also needed improvement at one support location, but generally these were appropriately completed elsewhere.

People received appropriate support with their nutritional needs. People were encouraged to have a healthy balanced diet, and their choices were respected. People confirmed they were satisfied with the support they received to prepare meals and confirmed they enjoyed the food available. Some people told us they had also been on cooking courses to develop their skills.

The provider worked well across teams and services to support people. They made sure information was shared appropriately when people moved between different services.

There was a good system of communication within individual support locations and across the organisation. Staff had regular team meetings and regional conferences. There was a ‘message board’ on the provider’s on-line care planning system, to enable relevant information to be shared quickly. The provider also shared alerts and news stories on the staff intranet. Staff completed daily handover records, to pass on key information, and these records were reviewed by senior management as part of their audits. Most staff told us there was very good teamwork.

Staff worked well with external professionals. A visiting professional told us, “We have worked jointly with them for a long time. They always come to us if they have any queries or concerns, to make sure they are doing everything they can for people. Their communication is really good.” They had confidence any advice they offered would be acted on. A relative told us, “They communicate well with me and other professionals.”

Care records contained information about people’s appointments and any instructions from healthcare professionals.

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 receive annual health checks, medication reviews and routine dental and optician appointments. One person told us, “If I’m poorly they always look after me, and if I need to go to the doctors staff will go with me.”

Staff made referrals to health partners and sought advice from other professionals where required, such as occupational therapists, podiatrists and community nurses. Staff followed guidance given, to help people manage any conditions and improve their health. A healthcare professional told us, “They take everything on board and try anything we suggest.”

People’s support plans contained information for staff to follow in relation to people’s oral healthcare needs, and any specific conditions or needs people may have, such as epilepsy. These were generally very clear and detailed, but we noted a couple of epilepsy plans where more clarity was required. This was addressed straightaway.

Staff supported people to access a variety of activities in the community, to promote their wellbeing and physical activity. One person also told us, “(Staff) support me around healthier eating and we have discussions about this.”

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 worked with people to identify any outcomes they wished to achieve and the support they required to do this. Examples included ambitions to go to certain places on holiday, plans to grow flowers and make hanging baskets, and goals in relation to increasing skills and independence. People’s goals, planned outcomes and care were routinely reviewed to monitor that support was meeting their needs and achieving positive outcomes.

Staff and the management team provided positive examples of improved outcomes people had achieved since being supported by the service. This included examples of people becoming more settled and requiring less medication to manage their anxiety, and people who had grown in confidence and skills. Some people had got voluntary work, others had built new friendships or re-built relationships with family members. One person had started going away with staff support overnight, which had been a significant achievement for them, and it also enabled their relative to have a break during the trips.

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

The provider assessed people’s capacity to consent to decisions about their care and information about this was recorded in their assessment and support plan. We noted some particularly good examples where there was clear information about how staff had engaged the person to assess their understanding and views. However, some capacity assessments were less detailed, so there was opportunity to share best practice in this area and improve consistency.

Staff understood the importance of ensuring people consented to the care and support they offered. A healthcare professional told us staff respected people’s rights and always advocated for people.

People we spoke with confirmed staff listened to them and respected their choices.