Home Instead Pocklington & Brough

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• 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 with them.

People’s needs were assessed comprehensively before care began, and care plans reflected their preferences, routines, and risks. Staff reviewed plans regularly and involved people and relatives in updates. Relatives and people using the service consistently reported being involved in care planning, with preferences and routines respected. Care plans included details such as mobility, dietary needs, and communication preferences. Staff demonstrated awareness of individual needs, including cultural and gender preferences, and made adjustments as required. Relatives confirmed, “[Name] prefers a male for showering, that happens” and “They (staff) asked all sorts of things, even little things like how [Name] liked their tea.”

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.

Leaders shared updates on standards during team meetings and checked staff understanding through spot checks. Care plans reflected national guidance, including dietary risks and safe swallowing protocols. A relative said, “They (staff) are very good at talking to me about things and open to accepting changes I might want.” Staff were confident in their knowledge. A staff member confirmed, “I’m very confident, because we all read up about [people] before they start.”

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.

Staff, teams and external professionals worked together to deliver coordinated care. Information was shared through electronic care records and regular reviews, so people only needed to tell their story once. Professionals were invited to reviews with people’s consent, ensuring a holistic approach. One staff member said, “We all communicate really well.” A relative confirmed, “They (staff) always fill notes out before they leave and I have access.”

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 maintain health and independence. Staff encouraged mobility and social engagement and supported dietary needs. For example, a relative said, “Since they (the service) have been going in, [Name] has put on half a stone. They (staff) take [Name] to the supermarket and help them get their shopping.” Another relative told us, “They (staff) play games with [Name], it’s stimulating for them and they (staff) exercise with them.” The service promoted choice and respected decisions, even when people chose not to follow clinical advice, documenting this clearly.

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.

The provider routinely monitored care and treatment to improve outcomes. Audits and reviews identified changes, and actions were taken promptly. Staff supported people to achieve personal goals, such as regaining mobility after a stroke. One person told us, “I haven’t been as well cared for in hospital.” Another person explained, “They always check how my blood sugar is doing.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

People gave consent to their care and support, and staff sought agreement before providing care. Where people lacked capacity, best interest decisions were recorded. A person told us, “They (staff) always ask me. I don’t have to tell them, they know what to do.” A relative said, “They (staff) ask [Name]; they treat [Name] as an adult, they don’t talk down to them”. Staff respected people’s choices and promoted independence, with a relative confirming, “They always ask all the way along.”