Congratulation Quality Care Also known as Congratulation Quality Care And Cleaning Services 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 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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs. Assessments of people’s needs were carried out before they used the service to ensure their care needs could be met. People and relatives were involved in the assessments to enable them to make an informed choice about their care. Expected outcomes for people’s care were identified and used to develop people’s care plans and ensure care and support was planned and continually provided in accordance with people’s needs.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. People were supported to eat, and drink based on their individual preferences and needs. Where people required support with eating and drinking, this was recorded in their care records. People's care plans also contained information on how to manage identified areas where they were at potential risk of poor nutrition and if they had any specific dietary requirements. A relative told us, “They [staff] prepare all [person’s] meals, following our instructions about [person’s] dietary needs.” Another relative told us, “They [staff] prepare [person’s] meals and a carer suggested trying a way to increase fibre in [person’s] breakfasts, which we worked on together to implement.”

The provider worked well across teams and services to support people. Records showed staff had completed mandatory training in areas such as safeguarding, infection control, moving and handling and first aid. A staff member told us, “We have our regular training yearly but training is also arranged for us whenever necessary.”

Staff received supervision and appraisal to monitor and review staff performance. The competency of staff was also assessed through spot checks. This involved staff being observed by management staff and assessing how staffcarried out their duties. Any areas of improvement were identified and addressed by the provider. A staff member told us “We get regular training and they come and observe how we do our work when supporting people, giving medication etc. They [the service] tell us anything we can do better. They encourage us and always tell us how to improve our practice and give importance to people and their care.”

Processes were in place for information in relation to people’s needs and any changes with their care to be shared amongst staff. The service used an electronic call monitoring system (ECM) to record staff attendance times and support provided to people during each visit to ensure people received their care visits as planned. A relative told us, “Timekeeping is very reliable.”

Daily records were completed of support provided to people to ensure staff were aware of any changes to people’s conditions or support needs. A staff member told us, “Any problems we can share with our colleagues and managers, we help and support each other.”

The provider supported people to manage their health and wellbeing. People were supported to access healthcare services when required. The provider worked in partnership with other services such as the GP and district nurses to deliver effective and timely care.

The provider routinely monitored people’s care and treatment. Care records detailed people’s goals and outcomes they wished to achieve. Daily notes were completed by staff. These enabled staff to monitor people and help staff respond to people’s changing needs promptly to help promote positive outcomes.

The provider told people about their rights around consent and respected these when delivering care. Processes were in place to ensure the service acted in accordance with the provisions of Mental Capacity Act (MCA) 2005 and peoples’ best interests were protected. Where people had capacity, records showed the service obtained their consent about their care and support. Where people lacked capacity, their mental capacity had been assessed and the best interest’s decision making process has been followed which included involving relatives and healthcare professionals. Care records had been signed by people or where appropriate, their family representatives to indicate that they had consented to their care.

MCA and DoLS policies were in place and staff had received MCA training. Staff told us they sought people’s consent before and offered choice when supporting them with their care and treatment.