STANDBY24 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, which was newly registered on 8 December 2023. 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.

Staff continually assessed and reviewed people’s needs and made changes to their care and support as and when their needs changed.

People and their representatives were involved in assessments and reviews. Their views and opinions were respected, listened to and implemented as part of people’s day-to-day support.

People’s past histories, including any exposure to trauma, was considered in their care planning. Staff followed a trauma informed approach to help them understand, meet and respond to people’s needs appropriately.

People’s representatives told us that staff knew how to communicate effectively with the people using the service. Staff used people’s individual and preferred communication styles and tools. This enabled people to take part in reviews of their care, express their views and wishes and make decisions. Staff encouraged and empowered people to share their views, future goals and aspirations.

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’s support plans contained information that was personalised and outlined each person’s specific health, care and support needs. Staff had completed person specific training, in addition to core training, to better understand people’s individual needs.

People’s nutrition and hydration needs were met in line with current guidance. We saw that people using the service were involved in planning their meals, as well as shopping and preparing them as much as possible. We saw staff maintained detailed daily records of what, and how much, people had had to eat and drink each day and encouraged people to maintain healthy and balanced diets.

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 and people using the service regularly engaged with other healthcare professionals to review and assess their care and support and ensure relevant information was incorporated into people’s care plans.

People using the service were supported by regular teams of staff who knew them well. Staff told us their teams worked well together and communicated effectively to ensure the person they supported had a good quality of life, with positive outcomes.

A member of staff told us, “Our team works together very effectively. Communication is strong, and we all support each other.” Another member of staff explained, “We learn from each other. If 1 shift is more settled than another, we question why that might be, so we can make changes to improve the person’s quality of life and further reduce any distress or incidents.”

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 encouraged and supported people to live healthy lives. Staff recognised changes in people’s presentation, emotional state or distress which could indicate a deterioration in their health or wellbeing. Staff took appropriate action when they identified changes and escalated any concerns to relevant professionals.

People had access to external health and social care professionals when they needed them. Staff and leaders made timely referrals for people and, when necessary, reasonable adjustments were made to help people attend external appointments, including in the event of an accident or emergency. This meant people had a positive experience, good outcome and their disability did not prevent them from accessing prompt care and treatment.

A person’s representative told us, “[Name] used to have frequent [health] problems – now they have none. They used to need frequent trips to AE but the need for these has also stopped.”

Staff supported and empowered people to live their best lives. Staff and leaders engaged people, used information available and asked those closest to the person about their life. This enabled support to be tailored to the person’s physical, social and psychological needs.

The provider routinely monitored people’s care and support 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 told us that regular quality assurance checks were carried out by senior staff. These helped make sure the care and support people received was safe and being carried out to a good standard. Staff also told us there was regular information sharing to help make sure each person’s needs continued to be met the way they wanted and needed.

Staff monitored people’s moods and behaviours and learned from them to improve their quality of life. For example, a member of staff told us that the young person they supported needed to go to bed at a specific time each night and explained, “We’ve learned that if they want to watch a movie before bed, the timings need to be right. We have to make sure the movie has finished. We can’t just stop it part way through, as this will most likely make the transition to bed a distressing experience.”

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

People’s mental capacity was assessed and care records included information about how they were able to refuse or give consent for specific decisions, either through verbal or non-verbal means.

Staff we spoke with demonstrated a good understanding of the Mental Capacity Act 2005 (MCA) and said they had completed training in this area. Records we looked at also confirmed this. Staff described situations where they had needed to act in people’s best interests, but they also understood the need to offer choice and wait for people’s consent before providing support.

Staff gave examples of how they obtained consent effectively from the people they supported. A member of staff told us the person they supported was clear about what they wanted or didn’t want. They also explained that it was important to offer and respect the person’s choices, to help reduce distress and avoid heightened behaviours. A person’s representative told us, “Staff give [Name] choices.”