Flawless Care Services Ltd - Vale House

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 newly registered 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. The registered manager told us they carried out an initial assessment of people’s needs when they first started using the service. Care plans and risk assessments were then reviewed every 3 months or sooner if required.

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 plan documentation included people’s dietary preferences and nutritional needs. Regular monitoring was documented and any changes in appetite or fluid intake were addressed in line with best practice.

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 were supported well and systems were in place to ensure members of the management team were available out of normal working hours. The provider worked in partnership with people and family members or appointed representatives to ensure they had access to professional services and support to maintain their health, well-being and independence.

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 told us they knew people well and would be able to recognise any changes in their well-being and seek advice and support as required. The provider was able to evidence partnership working to ensure people’s needs were met.

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. During a discussion with the provider, we were told about a person who they had supported to meet their outcomes. The person was mobile until they went into hospital and returned home and were supported from bed. Their mobility had deteriorated, and they were using a hoist to transfer which they did not like at all. The person’s wish was to regain their mobility so they would not have to use the hoist. The staff worked alongside the physiotherapists and supported the person to improve their mobility. This person now mobilises with the assistance of staff and their walking aid.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. People were involved in decisions about their care and support. We saw consent forms for things such as personal care, medicine administration and information sharing were completed and signed by people or their representatives. Staff knew the importance of ensuring people consented to their care and support. One staff member said, "I have had Mental Capacity Act training. It means making sure people can make their own choices whenever possible. We assume that clients have the mental capacity to act on their own unless proven otherwise, and if they can’t decide, I act in their best interests while still involving them as much as I can."