Acer Healthcare Northwood & Ruislip

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 75 (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 assessed people’s needs to help them plan person-centred care and support. People and their relatives were able to contribute their views. They confirmed this. Their comments included, “A manager came to the house and I was very impressed. I was involved in the care plan, and we had a review in 3 months”, “A nice person came to do the assessment and introduce the care worker” and “A manager came and we discussed everything. [Person] is getting everything they need.”

Assessments and care plans were detailed and included information about people’s preferences and things that were important to them. Care plans included information about the outcomes people expected and wanted. Care plans and assessments were regularly reviewed and updated when people’s needs changed.

People received evidence-based care and treatment. The provider’s processes included information and reference to best practice guidance. This was reflected in assessments and care plans. Staff completed training to ensure they understood how to care for people. Managers led discussions during meetings and provided information about legislation and good practice. The provider ensured all staff completed training about dementia. There was a dementia policy, and staff were encouraged to sign up to external groups leading best practice for dementia.

People and their relatives told us staff were knowledgeable. Their comments included, “Staff are well trained and professional” and “I have confidence in staff. I get the impression they are well trained.”

There were systems to ensure good communication within the staff team. These included regular meetings, daily written updates and access to a messaging system. Managers provided guidance for staff and tested their knowledge through these systems. Managers also met with individual staff to discuss their work.

Staff worked with other professionals when needed and this was part of a person’s planned care. For example, liaising with doctors, pharmacists and visiting nurses.

The provider produced a newsletter for staff sharing tips on best practice and updates about the service.

Staff supported people to live healthier lives. Managers assessed people’s healthcare needs and created detailed plans which set out responsibilities for staff. These included information about people’s conditions and symptoms staff needed to be aware of. Staff supported people to access healthcare appointments when this was needed and part of their plans. Relatives told us staff were aware of changes in people’s health and took appropriate action.

Staff supported people to make healthy choices, to eat well and to have enough to drink. Care plans included guidance for staff. Relatives confirmed staff provided consistent good quality support in this area. Their comments included, “[Person] sometimes forgets to eat. The care workers leave [person] little notes to remind [them]” and “Care workers prepare a meal and always offer [person] choices.”

Staff monitored people’s health, wellbeing and outcomes. They kept records of the care they provided. Relatives explained staff alerted them to any concerns or changes in people’s conditions. The management team audited care notes to make sure care was delivered as planned.

The provider regularly reviewed people’s care plans with them to make sure they were happy with support and to address any changes in their needs or wishes.

The provider ensured people consented to their care and treatment. People were involved in planning their care and making decisions. People told us they were offered choices and staff always respected these.

Staff completed training about the Mental Capacity Act 2005 (MCA). They understood about people’s rights and how to ensure people could make informed choices.

When people did not have the mental capacity to make complex decisions, the provider had systems to ensure they discussed these with the person and their representatives to help make these decisions in accordance with the MCA and in people’s best interests.