Harbour Lights Community Support

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 79 (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.

People’s needs were comprehensively assessed by trained staff who involved people and their relatives. People told us they felt staff fully understood and captured their needs and that these needs were always met. One person told us, “They take everything into consideration.” Regular reviews took place and these involved people, their relatives and any involved professionals, where appropriate. Staff were vigilant and proactive in identifying when people’s needs had changed and ensuring care plans were reviewed at this time. Staff made detailed notes about care delivered to ensure robust monitoring where people’s needs had altered.

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 ensured the service was up to date with current legislation and best practice. Updates were shared regularly with staff and checks took place to ensure understanding was embedded. The provider used current methodology when assessing people’s needs and monitoring their outcomes. Where people had specific health care needs appropriate guidance was followed.

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.

The provider worked closely with a variety of health professionals and other organisations to co-ordinate people’s support needs. For example, one person received support from more than one agency and the provider ensured this support was seamless. Professionals were invited to reviews, with the consent of the person, which enabled a holistic approach to person-centred care. Feedback from professionals included, “[The registered manager] was clearly familiar with the circumstances and the support package and was able to contribute fully to the review. Their team have been responsive and flexible to the person’s needs and also mindful of [their relative’s] needs as a carer.”

The provider always supported people to manage their health and wellbeing to fully 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 were proactive in working with people to ensure their day-to-day health and wellbeing needs were met. For example, 1 person explained that they sometimes did not feel hungry for lunch when staff first arrived. Staff took them out for a little walk and fresh air, and the person explained, “We chat about the views, and we chat about all sorts of things, and I may only be out 15 minutes but when I get back, I'll say ‘I'm ready to eat my lunch now’ and that makes such a difference.” Another person had started to access the local community and attend church, which had a significant impact on their wellbeing. One person told us, “They (staff) are so careful, and they notice if any area of my skin looks red or dry. My podiatrist said that my feet, the skin was like paper, and she said that it ought to be moisturised and so now they do that straight away every morning.” Another said, “I didn't want to take paracetamols so the [staff member] straightaway suggested 'why don't you have a hot water bottle put against your back', just a little simple thing. They've got all that knowledge in there at their fingertips.”

The service went over and above to make arrangements to support people with health appointments. The registered manager told us, “If [Name] has a chiropodist or doctor's appointment then one of us will just take them, rather than them get a taxi on their own.”

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.

People, and their relatives, were supported by staff to understand their care and support options. People told us staff supported them to achieve positive outcomes for both them and their relatives. For example, one person explained, “I haven't been as well cared for in hospital, and so when I came out [staff] checked for pressure areas. The hospital said I must have good carers because my skin is so good.” Another told us, “I am a diabetic and I have a monitor which goes to my phone, but they (staff) always say ‘how is your blood sugar today?’ and we will have a look.”

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

People were involved in consent decisions and were supported to understand they have the right to change their mind or withdraw their consent. Assessments and decisions around consent were appropriately recorded.