Sorted Healthcare Hampshire

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 71 (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 and their relatives told us they were involved in planning their care since before they started using the service. A relative said, “[Staff] were receptive to feedback early on.” The registered manager visited people to discuss and assess their needs and preferences with them before they started providing the service. They also worked well with external health and social care partners to coordinate people’s care.

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. People and their relatives told us staff were focused on providing person-centred and effective care which met their needs but also considered their individual circumstances and wishes. The registered manager was aware of the national best practice guidance on supporting people with varying individual needs, for example, around physical disability, dementia, care related risks such as skin integrity or mobility and followed it when planning and reviewing people’s care with them. They sought healthcare professionals’ input to provide joint up care in line with specialist advice when needed.

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. A relative said, “I am very happy with the care and impressed in the way the whole team works. They do seem to really talk to each other.” A staff member explained, “If we have to call 999 in an emergency, we would never leave [person]; we have a duty to take care of them. We need to give the background about the client to the emergency team. We have to give the information and wait in case they have any questions.” People’s care records included information on how other healthcare and social care professionals were involved when needed and how staff worked well with them to escalate any changing needs. People’s relatives confirmed they were involved in their loved one’s care and staff communicated with them well.

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. A relative said, “[Staff] have been helpful around managing health needs.” People’s individual records included information on referrals completed to other healthcare professionals and guidance provided by their doctors, visiting community nurses, occupational therapist was included in their plans of care. When people’s relatives supported them to access healthcare services, staff communicated well with families to ensure they provided effective care.

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. A relative told us, “My [relative] has improved since we started using the care. [Staff] were excellent.” The registered manager discussed multiple stories of people who they supported. They could evidence how care provided by staff enabled people to remain safe and well, and for some people to improve their abilities to communicate, increase their comfort and improve their sense of wellbeing and independence. The service worked well with community nursing teams to ensure people’s treatments were effective and supported by day-to-day care they received.

The provider ensured people were involved in their care and their consent was obtained before supporting them. When people lacked capacity to make specific decisions, the registered manager involved their legal representatives. The registered manager was aware of the requirements of Mental Capacity Act 2005. People and their relatives told us they were asked for consent, and their individual choices were respected. Staff told us they received training in mental capacity and could explain how they involved people in their care. However, some records of how people’s consent was obtained from them were not fully in line with the Mental Capacity Act Code of Practice. The registered manager immediately rectified this with people’s involvement and updated the individual records.