Consensus Community Support - Surrey

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 since their registration in February 2024. 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.

People, their families and relevant healthcare professionals were actively involved in assessments and ongoing reviews of their care and support needs.

Information from assessments and reviews was used to design, deliver and adapt the care and support provided to people to ensure this was tailored to their specific individual needs.

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 were involved in planning and reviewing their care and support, which reflected what was important and mattered to them.

People’s care and support was delivered in line with legislation and current evidence-based practice and standards. Staff and managers completed regular training to ensure their knowledge and skills remained up to date.

Managers routinely monitored and reviewed people’s needs to ensure care continued to reflect their preferences.

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 current service manager had made recent improvements to promote effective team working and communication. This ensured staff shared information and updates in a timely way, helping people to receive consistent care and support. A staff member told us, “The team is happy and we get on well. Before, we came in to work and didn’t get to know each other. But now, we get more time to getting to know each other. We now work much better supporting people.”

Staff worked proactively with healthcare partners to make sure people received appropriate and effective support for all their care needs.

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.

People were supported to stay healthy and well in line with their needs and wishes.

Staff supported people to access healthcare services when required and ensured relevant information was shared to support effective decision-making.

Staff knew people well, monitored their general health and wellbeing, and could recognise when someone was unwell or in pain, reporting any changes or concerns promptly to healthcare professionals to ensure timely support. A relative told us, “[Staff] are always concerned if they think anything is wrong, and they react quickly and call the GP.”

Managers reviewed healthcare information to ensure care records and guidance remained up to date and effective in promoting people’s ongoing health and wellbeing.

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.

People’s care plans set out their goals and desired outcomes, and staff supported them to achieve these. Feedback from relatives demonstrated that people had experienced positive outcomes from the care and support they received. A relative told us their family member had moved to the service because staff were able to meet their needs relating to behaviours of concern. They said that since moving to the service, they had noticed a reduction in these behaviours. Another relative said, “[Family member] is coming along beautifully, and [behaviours of concern] are being managed well, which is fantastic.”

Staff maintained records of the care and support provided, including observations of people’s health and wellbeing. Managers regularly reviewed these records to ensure the care and support delivered was effective and helped people achieve positive and consistent outcomes.

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

People were supported to understand their rights around consent before staff provided them with care and support. A staff member told us, “I always ask people for permission to provide care. For people who are non-verbal, I look for the signs that they are happy for me to care for them.”

The service was working within the principles of the Mental Capacity Act (MCA). Mental capacity assessments were completed with people and others involved in their care. If people could not make decisions and consent to their care, processes were in place to make sure any decisions would be made in their best interests.