Help at Home Care

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.

The provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

When referring to their assessment before being supported by the service a person said, “[Member of staff] was observant and understood what support was needed.”

Care plans were regularly reviewed to ensure they reflected any changes in people’s needs or preferences. Care staff told us regular reviews were carried out by the management team which involved them and the people they supported, which resulted in a more empowering and collaborative review of the person’s care plans.

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.

The provider used industry recognised tools to assess and identify risks to providing people’s care and support, for example to assess the risk of skin damage and falls.

The service worked with health and social care professionals to ensure they delivered care effectively. A relative told us, “They listen and make sure appropriate professionals are involved when needed.” Care records incorporated professional guidance for care staff to follow to ensure people’s care was delivered as directed and in line with evidence-based practice.

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.

Staff were proactive in working with other services when multidisciplinary involvement was required, and any actions were followed up on as needed. A family member said, “[Manager] contacted the GP and as a result we had an occupational therapist visit.”

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 and relatives were extremely positive about the care and support provided and how it had improved lives. A relative said, “The carers help [relative] get washed and ready for the day. They encourage [relative] to get up instead of staying in bed. They make [relative] a cup of tea and provide company as well as care. The visits help break the day and improve [relative] wellbeing.” Another relative said, “The carers encouraged [relative] to start showering again and helped build her confidence.” A person said about the care staff, “They provide support in a way that helps me remain comfortable at home.” Another person said, “They encourage me while still letting me do what I can for myself.”

People’s care records included information of their health conditions. They included information about symptoms care staff needed to respond to promptly. Care staff confirmed care plans contained all the relevant information they needed to care for people effectively

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.

Robust processes were in place to monitor the care and support people received. Where people had risks identified with their health, care records detailed these and any monitoring required to ensure their needs were met and care was provided safely. For example, a person’s care record described the symptoms they may exhibit and how care staff should manage these whilst providing support.

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

People told us their choices were respected by care staff. A person said, “They always listen to me and help me the way I like things done.” Another person said, “They respect the way I like things done.”

The registered manager and care staff understood the importance of consent and assuming people had capacity to make decisions about their care and support under the Mental Capacity Act 2005 (MCA). Staff confirmed they had received training about the requirements of the MCA and demonstrated an understanding of its principles. A staff member told us, “If a person refused care, I would sit with them, talk through their reasons, and offer reassurance. Often, after a chat and a cup of tea, they feel more comfortable. If the refusal involved something essential, such as medication, I would notify [registered manager] immediately.”