London Also known as Greenwich

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

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. 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.

The registered manager told us they carried out an assessment of people’s needs prior to the provision of care and records confirmed this. The assessment involved people and their relatives where appropriate, so it captured what was important to them. A relative told us, “I read everything when it comes to my [relative’s] care. The registered manager comes around every 8 weeks. They phone a lot as well”.

The registered manager told us a review of care plan was carried out regularly to reflect on the changes and support required.

Relatives confirmed they were involved in putting together and reviewing the care plan and risk assessments.

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 and their relatives were included in the care planning process so their preferences and goals could be met. The provider carried out an assessment of people’s needs before they began to use the service. This meant they were able to plan any resources, such as staff rotas and activities.

The care plan we reviewed clearly provided a good overview about people’s dietary, nutrition and hydration needs and the level of support required.

Policies were in line with national good practice and care was given in a person-centred way, in line with the persons wishes, and they were involved in the care planning process.

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.

The registered manager told us people’s relatives manage their healthcare appointments. The registered manager maintained an effective communication with relatives. Relatives we spoke with confirmed this with us. Information was shared with the staff whenever there were changes to people’s care and support.

The staff we spoke with, demonstrated a good awareness of people’s health and medical needs and, how they would respond to these, if people were to become unwell. The staff had access to the information they needed to appropriately assess, plan and deliver people’s care and support.

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 by staff to stay healthy and well in line with their assessed needs. People’s wishes were documented in their care plans. The care plans we reviewed, clearly highlighted the support the people using the service required and how staff can meet those needs.

Staff were aware of people’s health diagnosis, dietary requirements, lifestyle, and mobility needs.

The provider monitored people’s care and support on a regular basis 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 and support was monitored to help improve outcomes for people. This included electronic monitoring, such as reviewing daily care records on digital software system by care coordinators.

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

There was an agreement in place between people and the provider outlining the support people could expect. We saw these agreements were signed by people receiving support and where necessary, were signed on their behalf by their relatives. Relatives confirmed with us they had a copy of their relative’s care plan available in their home.

Staff we spoke with said they always sought consent before providing care. A staff member told us, “We always seek person’s consent before doing anything. We tell people what we are going to do and wait for their reply. If they refuse, we do not force people. We speak to people and explain things to them.”