HLG Complex Care 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 HLG Complex Care Ltd. 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. Before people started using the service, members of the management team met with people and their relatives to assess their needs and choices. The assessments completed were comprehensive and person-centred, and were regularly reviewed and updated. Care plans were detailed and reflected people’s personal choices relating to the treatment and care they received. Where people’s needs changed, records were updated efficiently.People confirmed they were involved in the initial assessment of their needs, and were asked about their preferences.

The provider planned 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. For example, people’s care plans focused on maintaining their independence to enable people to live in their own homes for as long as possible.The provider monitored and reviewed changes to people’s planned support and was able to show positive outcomes for people. Staff worked with professionals to ensure support was provided in line with assessed needs.

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. There was effective communication between members of staff within people’s support teams, which helped ensure consistency of care and support. Regular handovers and team meetings took place, where key updates about people were shared and discussed. The management team and staff also engaged in regular review meetings with people to ensure their care continued to meeting their needs.

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. Care plans included information about people’s health needs and the support required to promote their wellbeing. Staff received regular training and supervision to ensure the care they provided aligned with current legislation, best practice and recognised standards. Regular reviews of people’s needs were completed which ensured care and support remained person-centred and consistent with each individual’s preferences.

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. Care plans had been reviewed to ensure they continued to reflect people’s needs. People were asked to give feedback on the care they received to ensure it met their needs and expectations. The provider informed us they worked in line with the Rehabilitation Code to support people in regaining previous levels of independence and functioning. Individual plans were in place to help achieve this.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. People were asked about consent to care and support and made aware of their rights. Staff understood their responsibilities under the Mental Capacity Act 2005 (MCA). Staff told us how they communicated with people and gained their consent.People signed their care plans to confirm their consent to care and support. People and relatives told us members of staff asked for their consent before undertaking any tasks, including personal care.