Archived: Welcome Care and 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 inspection of 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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff made sure people’s care and treatment was effective by assessing and reviewing their health, care, well-being and communication needs with them. People's needs were holistically assessed over a period of time before they received care from the service. The manager met with people and their relatives before packages of care started to ensure their needs could be met by the service. A relative told us, “The manager came to see[Name]in hospital and did an assessment before they started to use the service.” Guidance on how to support people with specific needs was incorporated into ongoing assessment of needs. When needs changed, so did the assessment and the guidance for staff. A staff member commented, “We get information about people's needs before we start working with them, if they change, we are kept informed by telephone or on the electronic app.”

Staff 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. Care plans were developed for each identified care need and staff had guidance on how to meet those needs. Staff applied learning effectively in line with best practice, which led to good outcomes for people and supported a better quality of life. People were supported with their nutrition where required. A relative told us, “Staff will encourage and prompt [Name] to eat, as [Name] is not a good eater. They are very patient.”

Staff at the service 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 service had systems in place for staff to communicate with each other which enabled them to effectively deliver people’s care and support. Staff made timely referrals and worked well with other agencies to ensure people's treatment needs were met.

Staff at the service supported people to live healthier lives and where possible, reduce their future needs for care and support. Records showed people received regular health checks, and included any specialist advice and guidance, that had been obtained where people had additional support needs, such as, from the GP, community nursing team or speech and occupational therapists. Staff had the knowledge to monitor and identify a deterioration in a person’s health. A staff member told us, “If someone was unwell I would let the office and family know and contact the GP or 111.”

Staff routinely monitored people’s care and treatment to continuously improve it. They ensured outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. Care plans were personalised to ensure outcomes could be met, which meant people received safe and effective support. There was evidence of regular reviews and action being taken immediately following any changes to people’s needs. A staff member commented, “Any changes with a person we let the manager know and they update the care plans and risk assessments.” During reviews, care needs were discussed to improve outcomes. A relative told us, “We have meetings about [Name]’s care.” Regular audits were also carried out to monitor and improve outcomes.

Staff at the service told people about their rights around consent and respected these when delivering person-centred care and treatment. People’s consent to care and support was respected by staff. Care plans contained evidence that consent to care documents had been obtained from people’s legal representatives.