Baxters Homecare

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

Outstanding. This meant people’s outcomes were consistently better than expected compared to similar services. People’s feedback described it as exceptional and distinctive.

This service scored 92 (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.

Care planning documents covered physical and mental health needs, communication, and risks. Assessments were detailed, up to date and reflective of each person’s history, preferences, strengths and areas where support was required. A professional told us, “[Person’s] care plans and records requested and shared have been thorough, clear, and up to date and have helped in preparing for my reviews.” People’s needs were thoroughly assessed using a person-centred approach and evidenced their relative’s views where the person could not advocate for themselves. This helped ensure care reflected what mattered most to people and supported their preferences and choices.

The provider always 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. They worked to develop evidence-based good practice and standards.

Leaders demonstrated a strong commitment to driving improvement beyond their own service. They worked with external stakeholders and healthcare organisations to develop evidence‑based good practice, local strategies and standards. This included sharing learning, processes and case studies on end‑of‑life care and safe medicines management in the community. By doing so, the provider helped to strengthen local practice, meaning people across the wider community could benefit from safer, more effective care.

The provider consistently used nationally recognised tools to assess risks relating to skin integrity, nutrition and hydration. People’s care plans included personalised approaches to help them meet their individual hydration and nutritional needs. Staff were trained to monitor these areas closely, including for people who required specialist diets. They regularly reviewed people’s weight and worked with relevant professionals to ensure dietary plans were adjusted when needed. Staff also recorded observations relating to diabetic care, hydration levels, and food and fluid intake to ensure any emerging concerns were identified and acted upon promptly.

A staff member told us, “I know when [person] is brewing a chest infection and when the rescue medicines should be started.” Any concerns were promptly escalated to leaders, who worked with healthcare professionals to ensure people’s needs were effectively managed and their outcomes optimised.

The provider always worked well across teams and services to support people. They shared thorough assessments of people’s needs when they moved between different services, so people only needed to tell their story once.

Records evidenced staff consistently handed over high quality information of people’s daily care, including any changes to their needs or important information via the electronic care system. A staff member told us, “We are kept informed of changes in people’s needs throughout day-to-day handover and printed information sheets, and their care plan.”

Systems and processes were in place to enable staff to ensure they received the most up-to-date medical information about people so they could ensure care was being delivered in line with clinical expectations. The provider was the first homecare service in the United Kingdom to use the GP Connect system, linked directly to people’s care records. The provider explained how using this system had supported a person receive the correct medicines by identifying prescribing errors before the prescription reached the pharmacy. This prevented delays, reduced disruption, and supported safer, more effective care.

Professionals provided consistently positive feedback about the provider’ approach to joined up and effective care. A professional told us, “The management team ensures they have an up-to-date understanding of the [person’s] condition and that any required equipment and medication are in place before discharge [from hospital], supporting a safe, effective, transition [between services].” This meant people remained central to a coordinated, multi‑agency approach to their care.

The provider always supported people to manage their health and wellbeing to fully 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’s assessments and care plans clearly identified their needs and provided guidance for staff to support them in maintaining and improving their health and wellbeing. People were helped to access healthcare services that would visit people’s homes, such as dental care, physiotherapy and other relevant professionals when needed. The provider maintained ongoing collaboration with healthcare partners to monitor and respond to diabetes‑related needs. This enabled staff to support people with evidence‑based dietary guidance and adjustments that promoted improved diabetes management.

Care plans outlined where people were independent in certain tasks and where they required support, helping staff to promote autonomy while ensuring safety.

One person told us, “My family support me most of the time, but staff always check if there’s anything else they can do to help while they’re here.”

The registered manager and health professionals described proactive support that had significantly reduced people’s unplanned hospital admissions. People were continually supported to maintain and improve their bowel and respiratory health, helping to prevent avoidable deterioration. As a result, people needed emergency care far less often and experienced greater stability, reducing unnecessary disruption for them and their relatives. This meant people were able to remain safely at home whenever possible, promoting their independence, comfort and overall wellbeing.

The provider monitored all people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they fully met both clinical expectations and the expectations of people themselves.

People’s health and wellbeing were continuously monitored, and the provider worked effectively with healthcare professionals to ensure people received consistent, coordinated care that supported positive outcomes.

People’s wellbeing was consistently promoted, as well as their clinical needs. People were supported to experience meaningful activities such as their favourite music, and being outside, supporting comfort, stimulation, and inclusion with their loved ones. Where people required adaptations or specialist equipment, the provider liaised with external professionals and contractors to ensure the home environment supported safe and effective care, including enabling safer and easier transfers.

The provider worked with professionals to adjust aspects of people’s treatment or daily care where this would enhance people’s wellbeing or supported family life. Professionals shared examples of people whose health had improved through proactive support, such as better management of long‑term conditions, which in turn had a positive impact on people’s overall quality of life and of those around them.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. People and their relatives told us staff always asked for consent before carrying out care tasks.

People and their relatives had been consulted around their wishes. People’s care plans indicated where they could make decisions around their care and where they needed support to decide. Staff received training and demonstrated an understanding of the Mental Capacity Act 2005. Records evidenced staff asking for consent to support people, and this was reflected in their feedback. This meant people were able to stay in control of their care, their values and wishes understood, and their rights protected.