Whiteheart Health Care Wiltshire

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 inspection since the service was registered. 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 assessed people’s health, care, wellbeing and communication needs with them. People told us their needs had been assessed when they started to use the service. Records demonstrated needs assessment had been completed by the registered manager, including input from people and professionals involved in their care such as social workers. Staff told us they received information about people’s needs before they first provided care for them.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. People told us staff provided good support to meet their needs, including support to prepare meals and drinks and to stay healthy. Staff completed training in nutrition and food safety to ensure their knowledge was up to date.

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 provider worked with health care professionals to support people who were recovering from a period in hospital. People told us staff worked well with other services, such as community nurses and GPs, to ensure they received the care they need. We received positive feedback from social care professionals about the way the provider worked with them, with a social worker commenting, “[The registered manager] and the care team have helped answer my questions and provide information to help me review and complete assessments.”

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. Staff escalated any changes to people’s health to the registered manager or with people’s family members. Action was taken to contact relevant healthcare professionals and make sure people had reviews if needed.

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. Staff maintained records of the care they had provided, including whether people’s needs were changing. Records demonstrated changes were shared with healthcare professionals where needed.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. People told us staff gained their consent before providing any care for them. Staff demonstrated an understanding of the Mental Capacity Act and consent issues. Staff understood the need to follow the best interest decision making process if people were assessed to lack capacity to consent to a specific decision.