Care Quality Services North Somerset

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 the 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 registered manager made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People had care plan reviews completed every 6 months or before if needed. They also had their views sought through telephone reviews. These were an opportunity to review any changes to the person’s care needs or the quality of the care being provided. Care plans were completed at the start of people’s care and support. All people spoke highly of the care provided by care staff.

The registered manager 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.

Care plans were person centred and contained important information and guidance for staff. Such as how to support the person with their nutrition, hydration and routine. Where people were at risk with their nutrition and or hydration this was risk assessed, and guidance was available to staff in how they might need to support the person with these individual needs. Information was provided by the registered manager to people, for example encouraging them to re-hydrate during hot weather and heatwaves.

The registered manager worked in partnership with people and professionals to ensure people received care and support that was coordinated.

People were supported by the registered manager, office staff and care staff and all staff made referrals when required to health and social care professionals. Details of these referrals including any outcomes were documented within people’s daily records, including if the person had a professional involved in their individual care and support.

The registered manager 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.

People felt supported by staff who respected their independence and choice. People told us, “All the carers are very good, helpful. They respect my wishes”. Another person said, “They know my routine”. Another person said they liked to retain as much of their independence as they could and that staff respected and supported them in achieving this. Staff gave examples of how they supported people to make choices such as what meals they would like and who they wanted to have their personal care provided by. The registered manager confirmed people were supported by staff if needed to access a range of NHS services through their smartphone or tablet.

The registered manager 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 individual needs were reviewed by the service every 6 months or before if needed. Any changes to people’s individual needs were raised with the local authority through referrals or their health and social care professional if they had one. The registered manager and office staff confirmed they were always adapting to support people with their individual care and support needs. All people we spoke to felt able to liaise with the office if they needed to.

The registered manager ensured people knew about their individual rights around consent and staff respected these when delivering person-centred care and treatment.

People felt supported by staff who respected their choice and who supported them with their individual needs. People told us, care is “Excellent”. Another person said, “Happy with the support”. Another person told us, “They always give me choice”.

Staff ensured they gained consent prior to supporting people. Staff told us, “We respect their choice” and “We give choice about care and support, everyone is different”.