Consensus Community Support - Croydon

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 August 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, and others involved in their care, were involved in assessments of their care and support needs. Managers used the information from these assessments to develop care and risk management plans tailored to the specific needs of people. The information in these plans supported staff to deliver the care and support people needed.

Managers regularly monitored and reviewed people’s care and support needs with them so that their records remained up to date with information about their current 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’s choices and preferences informed the planning of their care and support, in line with legislation, current practice, and standards.

Staff and managers undertook training at regular intervals so that their skills and knowledge remained up to date with current practice and standards.

Managers monitored and reviewed people’s needs at regular intervals to make sure care and support continued to be delivered in line with people’s choices and 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.

Staff worked together, sharing information and updates to ensure people received care and support in a consistent way. A staff member told us, “I get my information from support plans. Sometimes you have the support plan, but what I will also do, I will check on (electronic care records system) and check this to see if there are any updates and anything I need to know.” Staff shared relevant information with healthcare professionals involved in people’s care. They worked together to identify ways in which people’s needs could be met most effectively. A healthcare professional said, “When [healthcare professional] was not available for providing refresher training, (managers) made sure that private training was procured, not just for the staff directly working with the individual, but also for other staff to provide cover.”

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 need for care and support.

People were supported to stay healthy and well, in line with their needs and wishes. A relative told us that, with staff support, their family member had improved their diet and begun making healthier choices, which had led to positive outcomes for their physical health.

Staff helped people access healthcare services when needed. They made sure healthcare services had key information about people and their needs, to enable people to be involved and make decisions about how any care and treatment would be provided.

Staff monitored people’s general health and wellbeing. They knew people well and could recognise when someone was unwell or in pain, ensuring they received the support they needed. Staff reported any concerns to the relevant healthcare professionals so that people received timely and appropriate support.

Managers reviewed information about people’s healthcare needs at regular intervals which ensured staff had up-to-date guidance to help them provide effective support and promote 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 stated goals and desired outcomes. Staff supported people to achieve these. A healthcare professional told us, “One individual I am working with enjoys their one-to-one sessions…(staff) have proactively liaised with their college, and other professionals, to support them with their goals and relationships.”

Staff maintained records of the care and support provided to people including their observations about their health and wellbeing. Managers reviewed these records at regular intervals to check that the care and support provided to people was helping them 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 if I can provide care or support. Sometimes you just need to let people be. If people don’t want this, you have to be patient and give people the time they need to decide if they want something.” 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.