120 Harrowdene Road

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 good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed.

This service scored 71 (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. Care plans generally reflected how people preferred their support to be delivered.

While staff knowledge of people was good, this was not always consistently reflected in written assessments and reviews. There were gaps in some documents which could make it more difficult for new or unfamiliar staff to interpret guidance accurately.

We discussed how these could be enhanced by the inclusion of more specific information.This was identified and fed back to the manager as an area for improvement which was acted on during the assessment.

Staff and managers demonstrated a clear understanding of people’s risks and how to balance safety with positive risk taking, and they involved people, families and social workers in reviews.

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.

People’s care plans accurately reflected their support needs and gave staff enough guidance to ensure those needs were met. Staff demonstrated knowledge of people’s needs and worked closely with external partners such as GPs, mental health teams and district nurses to review medicines and treatment plans.

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.

All staff we spoke with had a detailed knowledge of the people they worked with and how to support them safely and to have maximum control over their lives.One person had strategies in place to support their emotional wellbeing if they were to become distressed, and all staff were able to confidently describe how they would give this person space to allow them to process their emotions in their own time.

The staff team communicated effectively through handovers, daily records and regular contact with external health services. Relatives said staff kept them informed.

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.

Staff encouraged people to maintain their independence where possible and supported them with their mobility and being out and about in the community, preparing nutritional meals, personal hygiene and general wellbeing. People were offered a range of activities and opportunities for meaningful engagement, including tailored one‑to‑one engagement for those unable to join group sessions.

Where people’s conditions changed, referrals to appropriate professionals were made to identify any aids available to support people’s wellbeing. Records showed people attended appointments such as opticians, dentists, psychiatrists and GPs. For some people health professionals were able to visit them.

The provider monitored people’s care and treatment. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

People’s care plans contained the question, “How will I know I am making progress/have achieved this?” This meant people were working towards goals which they had set themselves, rather than staff setting the goals for people. For example, one person took an interest in gardening, they had set a goal to plant flowers. They had started with plants in their room and now wanted to plant flowers in the garden. The person needed raised beds in order to achieve this which the provider said they would provide.

Relatives told us they were kept well informed of any changes their family member experienced. One relative told us, “They are very good with [relative], and let me know about any changes for example about dentist, doctor or hospital appointment.”

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

People’s views and wishes were taken into account when their care was planned. Care plans identified people’s capacity and staff understood the importance of obtaining consent before they delivered care or support.

We observed staff promoting choice and respecting people’s daily decisions such as where and how they chose to spend their day. Records showed that people had given consent to the care they received. Staff consistently asked people for consent before providing any additional support.