Fleetwood Heights

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.

People and their relatives were involved in the assessment process. One relative told us staff had gone through their family member’s care plans with them. Another relative described their involvement in the pre-admission assessment and care plan process. This helped ensure care was tailored to individual preferences and abilities.

We saw evidence in care records showing people’s needs were reviewed to reflect any changes in their health or circumstances.

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.

Clinical assessment tools were in place and used appropriately to support people’s health and well-being.

People’s dietary needs and preferences were detailed in assessments and care plans and shared with the catering staff. The chef told us they had recently met with people to discuss their views on the food and had incorporated their ideas into the menus.

Overall, people told us they were very happy with the food and received plenty of drinks and snacks. Comments included, “I enjoyed the soup and have eaten it all and the sandwiches are just perfect.” However, one person said, “We don’t always get what’s on the menu.” Another person said they would like their food served on warm plates.

We observed people were offered a good provision and choice of food and drink. Staff supported those who needed assistance with their food and drink.

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.

Records showed staff worked well with other health and social care professionals, making referrals and consulting with them appropriately.

Two visiting healthcare professionals described positive partnership working with the staff who they said were knowledgeable about people’s needs, communicated well and acted on advice given. This collaborative approach helped ensure people received coordinated and responsive care to meet their needs.

The provider supported people to manage their health and well-being 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 by staff to access health care support.

Care records showed input from health and social care professionals including the speech and language therapy team (SALT), district nurses, the tissue viability nurse and occupational therapist.

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.

Care plans and clinical monitoring tools were in place and regularly reviewed. The provider had recently implemented ‘Resident of the Day’ providing a structured way to review a person’s care plan to ensure it aligned with their current interests, needs, and aspirations. This process focused on the individual discussing with them ways in which their care could be improved, involving staff members from different departments and making their day feel special. Discussions were also held with the person’s family.

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

People’s rights under the Mental Capacity Act (MCA) were respected. Consent was recorded in people’s care files. Where people lacked capacity to make a particular decision, mental capacity assessments and best interest decisions were in place.

People told us staff asked for their consent before providing any care or support. One person said, “The staff always say, ‘Is it okay if we ...,” before doing anything for me.”

We observed staff consistently offered people choices and sought consent before proceeding.