Emerald Agency

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 and wellbeing needs with them. Assessments were detailed and included information about people’s physical health, risks and support requirements.

People were involved in the assessment and review of their care. Records showed monthly meetings took place between people and their named staff members, where support needs were reviewed and updated. People confirmed they were able to contribute to decisions about their care and understood the support they received.

The provider worked with a range of health and social care professionals to assess and review people’s needs. This included involvement from GPs, care coordinators and local authority professionals. External professionals provided positive feedback about the service’s approach to communication and involvement in care planning.

There was evidence that people’s needs were considered prior to moving into the service, with visits arranged and support planned in partnership with the person and relevant professionals.

The provider planned and delivered people’s care in line with current good practice and relevant guidance. Care records were detailed and provided clear guidance for staff on how to support people safely and appropriately to meet their individual needs.

Staff demonstrated an understanding of people’s needs and delivered care that reflected these in practice.

People were supported to maintain a healthy lifestyle and access appropriate support. This included support with preparing meals, maintaining hydration and engaging in activities that promoted mental and physical wellbeing. There was also evidence of staff working with external professionals to ensure people received appropriate support where their needs changed.

However, provider policies were not always fully aligned with current legislation or best practice. While this had not impacted the care people received, it limited assurance that care would always be delivered consistently in line with up-to-date guidance. The registered manager undertook to review these and update as required.

The provider worked well across teams and services to support people. Staff communicated effectively with each other and with external professionals to ensure people received coordinated and consistent care.

Staff described good teamwork within the service, with information shared through communication systems such as handovers and staff communication records. This supported continuity of care and ensured staff were aware of any changes in people’s needs.

Professionals provided positive feedback about communication with the service and described the management team as responsive and collaborative.

There was evidence that information was shared appropriately to support people when their needs changed or when they required input from other services. This helped to ensure people experienced safe, coordinated care.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff worked closely with people to monitor their health and encouraged positive lifestyle choices to promote independence and wellbeing.

People were supported to access healthcare services and attend appointments, with staff arranging and attending these where required. Professionals provided positive feedback about the provider’s responsiveness and proactive approach to meeting people’s health needs.

Staff supported people to maintain healthy lifestyles. This included support with preparing meals, encouraging hydration and promoting physical activity such as attending the gym or engaging in community activities. There was evidence of positive outcomes, including improved health and wellbeing as a result of this support.

However, records did not always evidence the outcomes of all health interventions, such as the results of health tests, which reduced assurance that this information was consistently recorded and used to inform ongoing support. The registered manager agreed to ensure this information would be formally recorded.

The provider monitored people’s care and support to ensure it continued to meet their needs. There were systems in place to review care regularly, including monthly meetings between people and their named workers, where changes in needs and support requirements were discussed and acted upon.

Staff demonstrated an awareness of their responsibility to monitor people’s wellbeing and report any changes. They told us they would escalate concerns to the registered manager and were confident appropriate action would be taken. There was evidence that changes in people’s needs were responded to in a timely way. For example, where a person’s physical needs had increased, additional support and funding were arranged to ensure their needs continued to be met.

The provider worked with external professionals to support outcomes for people, including monitoring health conditions and responding to changes in wellbeing.

The provider told people about their rights around consent and respected these when delivering care and support. At the time of the assessment, people receiving the regulated activity were able to understand and consent to their care when information was provided in an appropriate way.

Staff demonstrated an understanding of the importance of seeking consent and supporting people to make decisions. They told us that people could change their minds about their care and were confident in supporting people to express their wishes.

People confirmed they were involved in decisions about their care and were able to make choices about how their support was delivered. Staff had completed training in consent and understood their responsibilities in ensuring people’s rights were respected.