Home Help Watford

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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.

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 health, care, wellbeing and communication needs with them. However, reviews completed did not always result in accurate records.

Assessments were completed before people started to receive a service. A relative told, “The care planning process was thorough, and risk assessments were also completed.” Another relative told us, “My [relative] was in [another care setting] before [they were] discharged in [date]. We had a meeting regarding [their] care and the company identified [their] needs.”

Care and support needs were consistently reviewed, however we saw that review documentation was not personalised and contained the same statements and information from person to person. We found inaccuracies and inconsistencies within care plans and associated records which did not evidence a robust review.
 

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 and their relatives told us preferences for care were considered when planning and delivering care and that staff followed advice given by healthcare professionals. A relative told us, “The speech therapist advised and showed the carers how [relative] should be fed to make sure he [is safe]. They ensure [they are] sitting in a correct upright position. The carers that have been well matched to meet [their] needs.”

Staff supported people with their nutrition and hydration needs and records included their likes, dislikes and the support they required during each visit in relation to their meals. A relative told us, “[Relative has] meals on wheels delivered but the carers will make breakfast and provide drinks. The carers always leave [them] with water before they leave.”
 

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 told us that as carers they worked well together as team to ensure people’s needs were met. There was good continuity of care from consistent staff.

We saw advice and guidance from partner agencies was included in some of the records we reviewed.
 

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 were knowledgeable and had a good understanding of the health needs of the people they supported. A relative told us, “My [relative] has a consistent team of carers. The team work very well together. The company worked with the OT to ensure manual handling was safe and they (staff) also do exercise with [them] the OT suggested which is excellent.”

Staff knew how to monitor and respond to any changes in health and escalated to health services when needed. A relative told us, “The carers have contacted the GP when [they have] been unwell and stayed with them until either the GP has arrived or one of the family.”

Staff reported any concerns they had about the people they supported for action to be taken and on-going monitoring.
 

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 and relatives told us of the positive impact of the service since starting to receive support. A person told us, “I have been using the service for [number] years. The level of care has changed to meet my needs. Having the care really helps as it gets me ready for the day.” A relative told us, “They (staff) provide a wonderful care package that allows me to go to work knowing all of [their] needs are met.”

People were supported to express their wishes and expectations for their care.
 

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

People and relatives spoke positively about staff engagement during the delivery of care. A person told us, “The carers are very good as they always ask me how I am and ask if it is ok to do things for me.” A relative told us, “It is so good that we have carers that can also speak [language] as this makes the interaction so much better. Communication is excellent.”

We checked and found that staff and management worked within the principles of the Mental Capacity Act 2005 (MCA) where needed. People were not subject to restrictions and had choice, control and freedom over their lives.