New Support Care Limited

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.

We have not awarded this service a score for Effective.

Find out about when we will not publish a key question score and what we look at when we assess Effective.

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

We saw that the registered manager was in regular contact with people and their relatives to review people’s needs. Staff told us if they felt that needs were changing they would contact the registered manager.

The registered manager told us they contacted the required health professional if a person’s needs changed. One staff member explained how a person required the use of equipment but was anxious to use it. The provider communicated with a healthcare professional to ensure they were aware of this. A support plan was put in place which allowed for regular reviewing of this need. People felt that their needs were met, comments included “I speak to [Registered manager] regularly about [relatives] needs.” This meant the provider could be assured that people’s needs were regularly reviewed and adaptions were made to best suit their wishes.

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.

We saw that care plans contained details of people preferences and needs. Staff we spoke to were able to describe how a person liked to be supported.

We spoke to a relative who explained that the person preferred female support and became distressed if they were supported by male carers. The provider had ensured the person was supported by female carers. We were told, “They have been very good at only sending female carers.” This meant that people’s wishes were listened to and that they were involved in planning the support they wanted.

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 registered manager told us how they work with other health professionals. This included people such as speech and language therapist (SALT). We saw that the provider had worked with SALT to ensure that a person was supported safely with their nutrition and hydration.

Staff told us how they spoke with Occupational Therapists about people’s moving and handling needs. One staff told us, “We can contact them if we have any questions or concerns.” This meant the provider was communicating with other services to ensure people’s needs were met.

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. Care plans contained information to support people with healthier lives. People received regular health and medicine reviews, and they were supported with their nutritional needs.

For example, a person required a specific texture of food, the care plan detailed these needs, and staff had received training to support their knowledge. The provider had worked with professionals who provided guidance for staff to follow. Staff we spoke to were able to describe how to support the person with their nutritional needs. Relatives told us, “Staff suggested adding butter to food to increase [Persons] calories and maintain their weight”. This meant the provider supported people to maintain healthier lives.

However, we found some areas of the care plan did not contain conflicting information regarding eating and drinking needs. This meant staff may not have been clear about how to support the person. We raised this with the registered manager who took immediate action to address this. We also spoke to staff who were able to accurately describe how to support the person with these needs. This meant that despite the shortfall in the care records people were supported safely and in line with guidance.

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.

One staff member explained how they had supported a person to improve their mobility by overcoming their concerns. A relative told us “I speak to [registered manager] regularly and if we notice a change we amend things slightly”. This meant people were supported to maintain and improve their outcomes.

The provider did not always tell people about their rights around consent but did always respect their rights when delivering care and treatment. However, staff always respected people’s rights when delivering care and treatment and people confirmed this.

Care plans noted people’s capacity. However, these records were not always clear in relation to people’s fluctuating capacity. The provider had not completed mental capacity assessments (MCAs) or best interest decisions for people. This meant that the provider could not be assured that they were working in line with the Mental Capacity Act legislation when assessing if people had capacity or not.

However, staff had received Mental Capacity Act training. We spoke to 5 staff who were able to describe what the Mental Capacity Act was and how they support people’s capacity.

Care plans contained details of people’s consent wishes including information when staff should ask consent. Staff told us they asked for consent before supporting a person. we were told, “I always explain what is happening and ask if it’s ok”, and “If someone says no you must respect that.” Relatives told us staff gave time for choice and consent to be gained, we were told “they are very patient when supporting [relative]”.