The Roof Support Services Uk Ltd

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 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 provider met with people and their relatives to discuss how they wanted to be cared for. Care plans were detailed and person-centred. They covered needs including personal care, eating and drinking, health and well-being and had information about what mattered most to people.

People told us they felt involved in making decisions about their care. A relative commented, “They [staff] know exactly what [relative] needs. [Relatives] care plan, it's not slapdash at all. It's all very ordered.”

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.

Staff demonstrated a good understanding of people's health and wellbeing needs and described how they monitored individuals for changes in their condition and escalated concerns appropriately.

Daily care records evidenced ongoing monitoring of areas including nutrition, hydration and general wellbeing, supporting the timely identification of any concerns and ensuring people received appropriate care and treatment.

A health care professional told us, “They [the provider] work collaboratively with professionals to support reviews, assess changing needs and contribute to longer-term planning for vulnerable individuals.”

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 had clear systems in place to ensure information was shared effectively among team members, enabling them to consistently meet people’s needs. Staff told us they took part in individual supervision and team meetings to discuss their work and the service. Minutes of meetings showed that managers supported staff to understand about different procedures. Staff shared information about people with those who needed to see this. For example, external professionals, relatives and managers.

A staff member told us, “We read the care plan and assessments and log our calls electronically and also on paper in case any other visiting professional or ambulance team needs access to the information.”

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 monitored people’s health and wellbeing and acted promptly when concerns were identified. They supported people to access healthcare services when needed and worked with relatives and healthcare professionals to help ensure positive outcomes.

Electronic care records enabled staff to record observations and concerns in real time, allowing information to be escalated promptly. People and their relatives spoke positively about staff responsiveness when concerns arose.

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 needs, health and wellbeing were reviewed through care reviews, daily records and ongoing discussions with people, relatives and healthcare professionals. This enabled staff to identify changes promptly and adjust support where required.

The planning and delivery of care focused on what was important to people, such as maintaining their independence, improving wellbeing and achieving personal goals. People were involved in reviewing their care and staff understood how to deliver personalised support which reflected people’s preferences and wishes.

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

The provider understood and applied legislation relating to consent. Managers obtained people’s and relatives’ consent, and staff respected people’s rights when delivering person-centred care and support.

Staff were aware of whether people had capacity or not to make decisions about their care, and involved them, or those authorised to make decisions on their behalf. A care worker told us, “Before I support people, I always explain what I am doing and check if its ok with them.”