Unicorn Healthcare 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. At our last assessment we rated this key question Requires Improvement. The service was no longer in breach of legal regulation 11 in relation to the need for consent. At this assessment the rating has changed to 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 waseffective by assessing and reviewing their health, care, wellbeing and communication needs with them. The registered manager carried out detailed needs assessments before people joined the service. Expected outcomes were discussed with people, their families, and healthcare professionals. Care plans were updated when needs changed, and the management team completed regular reviews. One person said, “I had a visit from [Name] and went through the care plan.”

The management team 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. For example, a manager spent time listening to, and reminiscing with a person to help to reduce their anxiety. Care plans were tailored to each person’s needs and gave clear guidance for staff to follow. Staff recorded all care provided and reported any changes in needs or condition to management or healthcare professionals. For example, district nurses, to make sure care was effectively coordinated.

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 worked with other services to understand and meet people’s needs.For example, district nurses and social workers. Care plans included details about people’s health conditions and were updated when needs changed. Records of conversations with health and social care professionals were stored in the provider’s electronic system. This gave staff an overview of health needs and professional involvement. Staff confirmed they were told about any significant changes before visiting someone’s home. The registered manager said, “We liaise with local doctors, paramedics, social workers and district nurses. I work with the care team to provide support and make sure I know if anything needs to be escalated to other services.” A district nurse said “On arrival for my scheduled visit to [Name], I was met by 2 care workers, who introduced themselves to me. During the visit I witnessed a very good rapport between the patient and the carer, both engaging in light-hearted conversation, which I could see put the person at ease. Throughout the visit I observed the carers behaving professionally and treating the person with dignity at all times. I found them to be outstanding in their job role and cannot praise them enough.”

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. The service involved people in decisions about their health and encouraged them to make choices. A staff member told us,"I sit and chat to [Name] while they have their meal - I prompt them, but I can't force them to eat if they don't want to.” A relative said," They do all [Name’s] meals. They show [Name] two options, and [Name] points to show which one.”

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. For example, the provider used an electronic monitoring system to record and oversee people’s care in real time. This meant that they were able to identify if staff were running late and notify people accordingly. Staff knew people well and could identify quickly where people’s health deteriorated by referring to care plans and guidance within them. This enabled staff to contact medical help quickly. Relatives told us "On one occasion [Name] wasn't looking great, and they suggested [Name] stayed in bed, which was the right thing to do. On a couple of occasions, they have called the district nurse and the ambulance, staying with [Name] until they arrived.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. The registered manager and staff understood their responsibility to support people in making their own decisions about care and treatment. People were informed about their rights, and staff obtained consent before providing care. Consent to receive care was recorded in care plans. Staff said, “I ask for consent before I go in and before I do anything – it’s important as we are in their home. I try to be patient – don’t rush them. I try to make people comfortable and at ease.” A relative told us,"If [Name] is in bed, they walk in and say "Morning [Name]”. They leave her a minute to wake up before her routine. They make a cup of tea and then wait a few minutes before giving [Name] their breakfast." And "They ask [Name] is it alright to do this and that. They do involve [Name].”