All Care (UK) Limited Isle of Wight

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 with them. Prior to care being commenced a senior staff member undertook a comprehensive assessment with the person, their family members and any professionals involved in their care. A family member told us, “[senior staff member] came out and was here for two hours asking lots of questions and things and they also gave me advice about having a hospital bed downstairs.” Assessments considered all aspects of the person such as life and medical history, current medical needs, medication and personal care needs. Risk assessments were completed and care plans developed to meet identified needs.

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. Care plans and related records showed consideration and reflection of current legislation and best practice guidance. Assessment tools were in use such as for skin integrity and risk of malnutrition. Care plans included information as to who was responsible for providing people with meals and reminders to leave additional drinks where appropriate. Most people were happy with the support provided to meet their nutritional needs.

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. The registered manager and office staff understood how to seek support from health and social care staff when required. Care staff said they were able to access up to date information about people via an electronic application on their phones. They also told us they received phone calls or could phone office staff or on call staff and always got a good response. For example, one staff member told us, “They [care coordinator in the office] just called me about a new person they are adding to my roster so I know all about them and I can read their care plan on my phone.” External health and social care professionals were positive about the contact with the registered manager and office staff.

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. Most care plans included information about people’s medication and past medical history. Where we identified some missing medicines information the registered manager ensured this was added and relevant risk assessments put in place. Care staff confirmed relevant training such as for diabetes, catheter care and were able to describe how they would support people in these circumstances. A person told us, “If I’ve been feeling unwell they say you must have something to eat because they know that I'm diabetic and they put some toast on and leave me with plenty of drinks. I can get myself something but I think they do understand about diabetes.” Care and office staff were aware of how to access health and social care staff should there be a need.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and they met both clinical expectations and the expectations of people themselves. The management team monitored people’s support and care to ensure this continued to meet their needs. Care staff told us they would call the office or on call if they identified any changes in a person’s needs and were confident office staff would take appropriate action. During the office visit we heard office staff arranging for a GP appointment for a person who care staff had identified as requiring non urgent medical support. A person told us, “Some of them [care staff] will walk me up the corridor for me to get some exercise”.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. The registered manager, office and care staff understood their responsibilities in relation to mental capacity and consent, including people making unwise decisions. Care staff told us they would record on the care notes electronic care records application if people declined planned care and contact the office if people repeatedly declined this. One staff member said, “I try to encourage them, or do it in a different way, like a wash instead of a shower.” They added, “They do have the right to say no and we cannot force people to do anything.” We were told all people were able to make all decisions about the care they were receiving and this was included within assessments. People confirmed that they were offered choices and if they declined planned care this was accepted by care staff.