Channel Court, Sugar Lookout

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 service’s first assessment. 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. Care plans and risk assessments were regularly reviewed and updated when people’s needs changed. Care plans outlined how people’s individual goals would be worked towards. People’s past experience had been considered. For example, what had worked well and where people had struggled in particular situations. People’s views and wishes and what was important to them was described. For example, their routines and objects of importance. Some relatives told us they had not seen a care plan. However, care plans were completed. The manager said this would be addressed with family members.

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 described strategies and methods to support people in an individualised way. Relationships which were important to people were supported and facilitated. The service worked with other professionals to review the area where people lived met their needs. Staff received training in areas such as learning disabilities, autism and person centred care to enable staff to reflect best practice in their support.

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. People’s goals and aspirations were included in care plans to enable a consistent approach. The service worked with a range of health and social care professionals. Regular meetings were held to share and review progress.

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. Care plans described people’s health needs and directed how health support should be delivered. Information explained how people would express and indicate their health needs, which was important as some people were non-verbal. For example, some people indicated pain by tapping their head, by sounds or facial expressions. Protocols directed staff how to escalate concerns. Appointments with health professionals were recorded and outcomes shared. For example, with the dentist, optician or epilepsy nurse. Reasonable adjustments were identified and planned for. Staff communicated with people about their health appointments in their preferred way for example, by using story boards or Makaton.

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. People’s care plans described their individual goals. These included areas such as reducing particular behaviours which had a negative impact on themselves or others, and progressing life skills such as getting dressed and managing their environment. Two people had been supported to re-engage in education and complete examinations. A staff member said, “The majority of staff really are invested in making sure these children go on to thrive post our care and have really full lives."

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. People’s communication and how people would make choices was described. Staff we spoke with knew these well. One person for example, would point to the exit when they are ready to finish an activity in the community. A staff member said, “We have a now and next board, activities board and choice board. We make sure we have on there something we know [Name of person] does not like so we know they are actually choosing and not just pointing at stuff.” A relative said, “My son chooses where he wants to go when the carer takes him out."