Heart Of Hope Care Ltd - Cumberland

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 newly registered 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.

Staff made sure people’s care and treatment was effective. Staff obtained detailed information about people before they commenced care delivery. The providers electronic care planning system ensured staff were consistently gathering information such as life history, routines and preferences, care and support needs, risks, capacity and consent and hobbies and interests.

There was evidence of involvement of people, their families and health and social care partners in gathering full information to assess care and support needs. This allowed staff to develop holistic and person-centred care and support plans for each individual.

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.

Staff worked with healthcare partners and specialist practitioners to ensure their guidance and recommendations were incorporated into the care, treatment and support plans.

Staff supported people with nutritional and hydration needs taking into account individual risks and conditions which impacted their ability to manage this independently. Staff learned from people what foods and drinks they liked, their preferred meal-times and how they liked their meals and drinks prepared and presented.

The provider worked well across teams and services to support people.

Staff shared essential information with other services to support smooth and effective transitions. ‘Grab‑sheets’ were stored securely in people’s homes and included key contact details for healthcare professionals, a summary of care and support needs, and important documents such as DNACPR forms, advance directives and ReSPECT care plans (a personalised emergency care plan outlining a person’s wishes and clinical recommendations in the event they cannot make decisions).

This helped staff and services work together in a person-centred way where people needed care across different environments or in the event of an emergency situation.

Staff supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives by supporting them with healthy lifestyle choices, assisting with recommended exercises and offering encouragement to continue to pursue activities of interest.

People were supported to access healthcare and specialist services to support their individual needs which included hospital appointments, meetings with specialist practitioners and homebased visits.

The provider had an understanding of people’s expectations which helped them monitor care and treatment goals.

Care plans were reviewed and adapted in response to changing needs. Staff considered clinical outcomes and personal wellbeing for people as part of the review process. People provided feedback on care and support provided when looking at improving outcomes and service quality.

People told us staff helped them to maintain their independence which was important to them. One person said, “Staff support me to be as independent as I can, and as long as I can.”

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

Staff had received training in the Mental Capacity Act 2005 (MCA) which provides a legal framework for making decisions on behalf of people who may lack the capacity to do so for themselves. There were no people receiving care who had been assessed as lacking capacity under this legislation.

People had their personal choices, preferences, wishes and decisions recorded in their care plan. Daily entries within the care plan recorded staff seeking consent prior to any care, support and treatment interventions.

People were informed of their right to accept or decline support from staff. Without exception, people stated they were informed of their rights and staff always asked for consent. One person said, “They always ask and let me know what is going on. They use language I understand.”