Oice Support Services

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. 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.

People were involved in their assessment, including details of any communication needs, where they had the capacity to do so. The provider had an electronic care record system, which was being updated, and appropriate assessment tools guided staff to ensure individual needs were understood. Staff communicated with each other using the secure platform and shared important updates to stay well informed. Assessments were regularly reviewed and updated by senior staff, to make sure the information was current.

People’s needs were detailed in their digital care plans, including any guidance on how specific needs were to be met. For example, in relation to nutrition and hydration liaising closely with nurses or nutritionists where needed. Information was shared in a timely manner, and a clear understanding of differing roles and responsibilities. The provider kept up to date with national legislation, evidence-based good practice and required standards. They utilised a care sector advice and training forum to facilitate this. The registered manager, and senior staff, kept up to date with innovative care approaches and they involved care staff in helping identifying ways in which the service might continue to improve. This was evidenced by the provider’s records of staff meetings.

The registered provider completed an assessment prior to people using the service to check whether they could meet the person's needs safely and effectively. People’s care plans and individual risk assessment were accessible to care staff. These contained all the information needed to deliver people’s care and support appropriately. Managers shared necessary information with external teams involved in a person’s wider support to help ensure continuity of care was maintained. The provider worked in partnership with people’s families, professionals and other care agencies, where a person was receiving care support from different agencies. Very positive feedback was shared by an involved healthcare professional who stated, “Oice support services are one of the most caring and effective care agencies I have worked with during my career.”

People were encouraged and supported to manage their own health, care and wellbeing needs, where they could, by staff who understood their needs and preferences. Staff were guided how to monitor peoples’ health closely and report any concerns immediately to the office or emergency services, depending on the situation. Staff confirmed, “All concerns are taken seriously and followed up appropriately, to ensure the person’s well-being.”

People were not put at risk because systems for monitoring quality were effective. The provider routinely monitored the care provided, through reviewing care records, spot checks carried out by senior staff, and by obtaining feedback from people receiving the service or their families. The provider had a continuous improvement plan in place and any issues identified through monitoring were added to the plan, so that the implementation of necessary improvements could be tracked.

There were systems in place to ensure people consented to their care, if they had capacity to do so, and to ensure the principles of the Mental Capacity Action 2005 (MCA) were followed when people lacked capacity to make decisions about their care. Staff demonstrated they understood about offering choice and how to assess people's mental capacity.