Vestra Homecare Hartlepool

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 was the first inspection 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.

Staff made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. People told us they were involved in their assessments and reviews. One person said, “The manager came to visit me and asked what care I required so I was very involved with the process”. Staff demonstrated a good understanding of people’s needs and preferences, and care plans were updated regularly. Professionals confirmed the staff were proactive in raising concerns and sharing relevant information.

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. They worked to develop evidence-based good practice and standards. Care and support were delivered in line with current best practice. Staff were trained in key areas such as medication, moving and handling, and pressure care. People received support that reflected their assessed needs and preferences. For example, staff supported people with diabetes, skin integrity checks, and meal preparation tailored to dietary needs. Staff were aware of people’s health conditions and adapted care accordingly.

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. Staff worked well with professionals and families to ensure people received coordinated care. Feedback from professionals highlighted strong partnership working, open communication, and collaborative problem-solving. Staff attended multidisciplinary team meetings and shared relevant updates. Relatives also described how staff liaised with GPs and district nurses to ensure timely interventions.

Staff 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 maintain and improve their health and wellbeing. Staff encouraged healthy eating, personal hygiene, and exercise. One person said, “They help me with my meals and are aware that I am diabetic”. The service supported people with complex needs, including those with mental health conditions, substance misuse, and self-neglect, helping them regain independence and dignity.

The management team monitored all people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they fully met both clinical expectations and the expectations of people themselves. They monitored outcomes and used feedback to improve care. For example, one person prior to staff involvement had led a very isolated life, which had adversely impacted their wellbeing. Staff worked with the person to identify how they collaboratively could make positive changes. Through consistent evaluation of the actions they had taken and making small incremental changes this person is now fully engaged in community life and has formed a network of friends. Staff were aware of people’s goals and supported them to achieve better health and wellbeing. For example, one person who had previously struggled with hoarding was supported to declutter their home, which improved their mental health. Another person regained mobility through daily support with exercises. Staff were involved in themed supervision to improve practice in areas such as communication and pressure care.

The service told people about their rights around consent and respected these when delivering person-centred care and treatment. Staff understood the principles of the Mental Capacity Act 2005 and sought people’s consent before providing care. People told us staff always asked before assisting them. One person said, “The carers always ask me if it is ok to get my lunch ready or make me a cup of tea”. Staff were aware of people’s communication needs and adapted their approach accordingly. Relatives confirmed staff respected people’s choices and supported them to make decisions.