Extra Care Service

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.

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.

People’s needs had been assessed and their preferences documented, and this information was used to develop their care plans. People were involved in their assessments wherever possible. When people wanted support, their family members were invited to contribute to ensure assessments reflected their needs and preferences. One person told us, “I have just recently updated my care plan,” and another person’s relative told us, “Yes, we’re involved in his care plan.” We saw evidence of people’s care plans being reviewed and changes made as necessary.

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 worked with local social care professionals to ensure people received support in line with their assessed needs. Staff were trained and competent, and people told us they felt confident in the skills of the staff supporting them. One person said, “I believe they have had the training they need.” A professional involved in the service also told us, “The staff I have engaged with appear very knowledgeable and have the appropriate skills and experience to support the people in their care.”

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. External professionals told us communication from the service was good. One professional said, “The service communicates effectively and updates us with any issues or concerns that may arise. They respond to emails in a timely manner. Their communication has clarity, is concise, provides accurate specific facts, and is always very polite.”

The service also used care passports that included information about people’s health, care, wellbeing and communication needs. These were kept in people’s flats and were available to be taken with them if they went to hospital, helping to support smoother transitions and support for people.

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.

People were supported to understand and make healthier choices, while their independence and autonomy were respected. Staff provided guidance and advised people about identified risks. People were also supported to access healthcare services, such as GPs and paramedics, when required.

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.

We heard examples of how people had made progress since receiving support from the service. One person told us they had previously needed assistance to manage their medicines, but they were now able to do this independently.

People’s care plans clearly set out the outcomes they wished to achieve, alongside the goals they were working towards and the support staff would provide to help them reach these. Staff also described the positive impact this approach had on the people they supported. A member of staff spoke about what they enjoyed most in their role and said, “When you see people improve or doing something new that they haven't been able to, empowering them with confidence and encouraging their independence. That’s what I enjoy about my job.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. People had access to advocates where needed to support them. Staff had received training on mental capacity, and people told us staff always sought their consent before offering support. Staff demonstrated a good understanding of consent and were able to explain what they would do if someone chose not to accept support. One person told us they were happy as staff would always ask for consent and permission when they were engaged in care tasks.