SSA Quality Care

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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 andreviewing their health, care, wellbeing and communication needs with them.

People told us their needs were assessed before they began receiving care and support from the service. Assessments were described as detailed and involved the person or their relative. One relative commented, “Before the carers started coming, a full assessment was done and her needs were discussed in detail before her care plan was developed.” Another person told us, “They asked me what I needed and explained how it would work before they started.”

Most people said they felt involved in decisions about their care at the outset. Where people’s needs changed, we were told that care plans were reviewed. One person said, “It gets looked at once a year unless my condition changes.”

People’s preferences were recorded and, where possible, taken into account. For example, people were often asked whether they preferred male or female care staff, and these preferences were usually respected. One person said, “I was asked if I wanted male or female carers, and they’ve tried to stick to what I asked.”

People were supported in ways that reflected their needs and wishes. Most people told us staff knew what they needed and were responsive to small changes. One person told us, “The carers have all the information they need on their phones, they just know what to do.” Another person said, “They treat me like a person and do exactly what I need.”

The provider did not always plan and deliver people’s care and treatment with them, including what was important and mattered to them. For instance, one person’s risk assessment did not state what level of modified diet they had been recommended. Other care plans did reference national guidance but did not always ensure these were person centred.

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.

Staff spoke about how they worked together to build respectful, supportive relationships with the people they cared for. They said they had access to personal histories, preferences and goals, which helped them to provide more personalised care. One staff member said, “We learn about each person’s background, family, and preferences, it helps us connect and support them better.”

Staff described a culture of dignity, inclusion and mutual respect. Staff said they were appreciated and supported by both colleagues and managers. One member of staff said, “Colleagues and managers often say thank you, it really makes a difference.” Another member of staff commented, “We get positive feedback from service users and families and it's shared with us, it helps us know we’re doing a good job.”

People were supported 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 said staff supported them to improve their quality of life. They told us “They (staff) make recommendations and suggest things for me that I may consider. My needs are shifting. I know I have to go to the opticians and (staff member) will take me, which is vital.” Other people told us staff had called the person’s GP when they were unwell.

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.

We found reviews were carried out to ensure the level of support was meeting people’s needs. The registered manager was able to demonstrate how they worked with external professionals to highlight changes in people’s needs.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

Staff understood the principles of gaining valid consent and how it applied in day-to-day practice. They told us gaining consent from people before providing care and support was embedded within their working practices. One staff member said, “We always ask before we do anything. Even if it’s something we do every day, we still check with them first and make sure they’re happy.” Another staff member told us, “Consent is part of every visit. It’s not just a one-time thing. We ask for permission for care tasks, medication, and even small things like helping with a jacket or choosing meals.”