Dependable Care for You Ltd

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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.

Plans of care demonstrated people were involved in the assessment, planning and reviews of their care. A family member told us, “We had an assessment, were involved in the process and we have regular reviews to see if there is any change needed and generally to see how things are going. We also have a copy of the care plan.”

People’s care plans showed a holistic approach was in place that considered all aspects of people’s lives and how care arrangements were compiled with people to fulfil these as much as practicably possible.

Staff we spoke confirmed people’s plans of care reflected their needs and wishes and they had ready access to them. They told us people’s care needs were stored electronically, and copies were kept securely at people’s homes.

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.

Nationally recognised assessment tools, in line with current legislation and current evidence-based good practice and standards were in place. The provider sought people’s views and that of their relatives to ensure, where required, meals were provided in line with their needs and wishes and records were kept of people’s fluid and nutritional intake if needed. A family member said, “The carer understands their diet and tries to support them with food which is good for their health. They also make sure they are always hydrated. When the management visit, they even make a drink too!” One person told us, “They always make sure I have a drink near me between calls.”

Staff were dedicated in providing people with good quality of care. They understood people’s individual needs and wishes well. One told us, “All clients have the appropriate equipment like slide sheets and hoists. Management supervises us with the use of equipment to make sure we are using it correctly in line with our training.”

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. This was confirmed by one family member we spoke with of their experience of moving from a hospital to a community setting.

The registered manager and staff demonstrated they knew people well, including their life history and experiences and what and who was important to them. Staff shared relevant information and worked with families and external health and social care professionals to ensure people’s needs were understood.

Staff supported each other well, working flexibly and as a team. Managers led by example and modelled the caring approach they wanted staff to take. Staff told us they worked within a consistent team and were supportive and understanding of each other.

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. One person told us, “They would accompany me to health appointments, they contact the GP if I am not feeling well. Once they had to call the ambulance and they stayed with me.” A family member said, “[Name] has physiotherapy. They take them to appointments if needed and do their exercises with them to encourage them to remain mobile.”

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 were encouraged sensitively and appropriately by staff to remain independent. One person said, “They [staff] encourage me to do things. If I can do it [a task] I will do it. If I can’t they support me still.” A family member said, “We and the staff work together to remind [name] they can do certain things, and we try to encourage them to do so for as long as they can. Staff have the time to support them to go at their pace and take small steps.”

Plans of care were updated promptly when people’s needs changed. This meant staff had up to date and accurate information to support people effectively. The registered manager reviewed people’s care and monitored changes to ensure people had positive outcomes. Any guidance and support provided by other health professionals was implemented based on clinical advice to ensure people’s conditions were effectively monitored.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. Managers and staff had a clear understanding of the principles of the Mental Capacity Act 2005 (MCA). The MCA provides a legal framework for making particular decisions on behalf of people who may lack the mental capacity to do so for themselves. Staff had received training regarding the MCA and policies were in line with the principles of the MCA.

Staff understood the importance of gaining people’s consent. They told us they respected people’s rights to refuse whilst also encouraging people of the benefits to their welfare through accepting care and support. One family member said, “I am involved in decisions about [name] care arrangements. They [staff] ask and explain what they are going to do and don’t just do it.”

Staff were conscious of people’s ongoing refusal to accept care and potential impact on a person this may have. One staff member told us, “We give people choice. If people refuse that is ok, and they say no, that is what we respect.”