Archived: Florence Care and Consultancy Service 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 assessment for this newly registered 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 71 (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 receiving a home care service, and others involved in their care, had been actively involved in assessments of their needs and wishes. This had been facilitated by the registered manager prior to a person starting to receive a home care service from the agency. The assessments considered personal and health needs and wishes, which enabled staff to provide the individualised, person centred care and support required. These assessments were routinely reviewed and updated accordingly to reflect any changes in needs. Staff understood the person’s individual care needs and how these should be met.

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 received personal care and support from staff according to their individual assessed needs and wishes. Staff were supported through training to deliver care and support to people in line with legislation, good practice and standards. The registered manager assessed, monitored and reviewed people’s care records at regular intervals to ensure they remained up to date and contained relevant information about people’s current needs and preferences.

The provider worked well across teams and services to support people.

People were supported by the registered manager and staff who worked well-together and with other external health and social care professionals and bodies. Systems were in place to make sure information was shared in a timely manner by everyone involved in a person’s care. For example, when staff were on leave the registered manager ensured appropriate cover for staff was sourced so people using the service continued to receive the personal care they needed. This helped to ensure a joined up, consistent approach to delivering safe and effective care in line with their individually assessed needs and preferences.

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 using the service was supported by staff to stay healthy and in line with their assessed needs and wishes. One person told us, “My carer would phone my doctor if needed to arrange an appointment for me.” Staff knew when service users were unwell or in pain, discomfort or showing signs of an infection. Staff supported people to access services for their health care needs. For example, staff ensured people routinely attended scheduled health care appointments and had regular screening and check-ups with a range of community-based health care professionals including, a GP, an occupational therapist, district nurses and a social worker.

The service did not always routinely monitor people’s care and treatment to continuously improve it. They did not always ensure that outcomes were positive and consistent, or that they met both clinical expectations and the expectations of people themselves.

The outcome of all the audits, monitoring checks and feedback the provider received from stakeholders were not always routinely analysed. This meant issues, themes and patterns were not always identified. Lessons learnt and action plans were not discussed or developed to improve the quality and safely of the home care service people received.

The person’s care and support was regularly reviewed to ensure this was meeting their assessed needs.

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

The service was working within the principles of the Mental Capacity Act 2005 (MCA). Service users were supported to understand the care and support staff provided them. This enabled people to consent to this if they wished. Service users knew they could refuse to receive personal care and support if they wished. Service users care plans made it clear what decisions could be made for themselves. Staff had received Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DOLs) training. Staff understood service users had capacity to make decisions about the personal care and support they received.