QH Care Services Limited

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 service since their registration in February 2023. This key question has been rated 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.

People, and others involved in their care, had been involved in assessments and reviews of their care and support needs. A relative told us, “They involved us in every step of the care planning process, making sure our needs were fully understood and met. They communicated clearly and respectfully at all times. It was a true partnership.”

The registered manager made sure information about people’s care and support needs was regularly monitored and reviewed so that people’s care plans remained up to date with information about their current needs. A relative said, “Our needs are regularly reviewed and any adjustments are made without delay.”

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 were involved in planning their care and support. The care and support planned for people reflected their choices and preferences.

Staff were supported through training and supervision to deliver care and support to people in line with legislation, good practice and standards. A relative told us, “Their attention to detail is outstanding. It’s clear they are well trained and experienced. Their professionalism gives me total peace of mind.”

The registered manager regularly monitored and reviewed people’s needs which helped them make sure care and support continued to be delivered in line with people’s individual preferences.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Team working between staff was effective. They shared information and updates about people with each other to ensure a consistent approach to how care and support was provided to people. A relative told us, “Everything runs smoothly and the team clearly works together in a well-organised and caring way.”

The provider worked with healthcare professionals to make sure people received appropriate support for all their care and support needs. The registered manager told us, “If we identify any changes, we get referrals to the relevant healthcare professionals. For example, if there is a concern about a person’s mobility we do a referral to the occupational therapist. We follow the advice we are given to use any equipment.”

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 need for care and support. A relative told us, “The carers are quick to pick up on small changes in mood or behaviour. They adapt seamlessly and without fuss."

The care and support provided by staff enabled people to maximise their independence and retain control over what happened to them. One person using the service had been helped, through staff’s support, to improve their mobility. This enabled them to live independently at home, which was their wish. Another person approached the service for support when they were in crisis. Staff provided the person with a package of care and support focused on the person living a healthier life and this had successfully led to the person reducing their need for further care and support from the service.

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.

People’s care records contained current information about the goals and outcomes they wanted from the care and support provided by staff. Staff documented the care and support provided to people including their observations about people’s health and wellbeing. A relative told us, “[Family member] has a good routine, helped enormously by the agency. The consistency has made a real difference to her wellbeing."

The registered manager reviewed people’s records at regular intervals. This helped them monitor the care and support provided to people to make sure this was helping people achieve their stated goals and outcomes. They told us, “We check the daily notes to see what staff have provided and if this is in line with the care plan.”

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

People were supported to understand their rights around consent before staff provided them with care and support. A relative told us, “They also make sure that consent is always sought and respected and we are kept fully involved in all decisions, big and small.” A staff member said, “I make sure people can consent to their care and treatment by explaining things in an understanding way, giving them time to make decisions and observe if they are happy with the assistance being provided. In a situation the person cannot consent, I follow the correct procedure in place, by involving family or advocates acting in their best interest.”

The service was working within the principles of the Mental Capacity Act 2005 (MCA). Systems were in place to ensure mental capacity assessments were completed with people and others involved in their care. Where people could not make decisions and consent to their care, processes were in place to make sure any decisions would be made in their best interests.