You First Support Services CIC

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 this assessment we have rated this key question 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 management team made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them before the service started.

People and relatives told us they were involved in assessments and care planning. Each assessment helped form the person’s care plan. Care staff told us care plans gave them the information they needed to support people effectively.

The provider ensured people received care and support that reflected best practice guidance and promoted their safety, dignity, and independence. Staff worked closely with other health and social care professionals to ensure people’s care aligned with current evidence‑based approaches.

Care plans demonstrated a person‑centred approach, with staff considering people’s physical health, sensory needs, neurodiversity, and emotional wellbeing. Staff were described as compassionate and respectful, promoting independence wherever possible.

Where people needed support to manage long‑term health conditions, staff followed professional advice and communicated changes promptly. People were supported to make choices about meals, drinks, and daily routines, and those who needed help in these areas received it safely and effectively. Staff demonstrated a good understanding of individual preferences and used this knowledge to shape their support.

The management team made sure staff and teams worked with each other and with external professionals to deliver coordinated care. Staff described strong partnership working with health and social care colleagues, ensuring people’s needs were met in a joined‑up way.

Staff ensured professionals were contacted when people required urgent support or needed input from another service. Relatives confirmed staff knew who to contact when concerns arose.

Feedback from relatives highlighted care was most effective when staff consistency was maintained. Changes in care staff had sometimes caused distress or confusion for 1 person. Their relative told us, “Different carers coming in has confused and upset [name]. They needed routine, structure and prompting.” When regular staff supported people, people had positive experiences and felt confident in their support.

Consistent communication between management, staff and families had been an issue and was being improved upon. Despite communication challenges, staff worked collaboratively with one another and with professionals to ensure people received coordinated, safe care.

The management team 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.

Staff encouraged people to make choices about food, drink and activities, and supported them to access the community in ways that felt safe and reassuring. Staff worked with other professionals to promote people’s health and followed guidance to reduce avoidable risks.

One relative described how staff adapted support based on their family member’s health condition. Staff recognised early signs of distress and adjusted their support appropriately. Their relative said, “Some carers absolutely do know when it is appropriate [to adjust support] and [name] prefers and trusts these carers more.”

One person was anxious about going out with staff who did not know them well. This showed the importance of continuity of staff support in helping people feel confident to participate in everyday activities.

People were encouraged to stay connected to others and maintain social interactions. For individuals with small support packages, these visits were vital for their emotional wellbeing and opportunities to engage with the community.

The provider monitored people’s outcomes and reviewed care plans regularly to ensure support remained effective. Care records were updated in response to changes in people’s needs, and staff used this information to guide their practice.

Staff worked with other professionals where necessary to review progress and adapt care. The management team had systems in place for oversight, including governance checks and monitoring, which helped maintain safe care and support ongoing improvements.

Relatives confirmed they were involved in care planning and reviews and could raise concerns that led to changes in staffing or approach. One relative said they monitored their family member’s wellbeing closely and informed managers if they had any concerns and management “did respond."

People’s rights were upheld and consent was sought appropriately, in line with legislation and best practice.

The management team made sure people were supported to give consent to their care and treatment wherever possible, and staff respected people’s choices. People were involved in decisions about their support, and relatives were included where people needed help to express their views.

Staff promoted people’s independence, dignity and control. Care plans showed people’s communication needs and preferences, helping staff understand how best to seek consent and involve people meaningfully in decisions. Staff were described as patient and respectful, and demonstrated understanding of consent‑led, person‑centred practice.