Craven Home Care

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.

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 79 (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 told us they were involved in the assessment of people’s needs, and regular care plan reviews.

Managers had been transferring people’s care plans onto a new electronic care planning system. Whilst key information was included and verbal instructions given to staff during introductory visits; we suggested care plans could be more detailed to support new or temporary staff. The manager explained they had raised some concerns about functionality of the electronic care planning system with the service provider, but staff had access to information elsewhere in the meantime.

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.

Managers were involved in provider forums and webinars, to help them stay up to date with changes to best practice guidance and expected standards. Policies and procedures detailed relevant guidance and legislation.

People and their relatives confirmed people received good levels of support with eating and drinking, and staff introduced simple but effective strategies to help manage the risk of malnutrition and dehydration. A relative said, “[Staff] spent time chatting with [person] when it became clear [person] was much more likely to have a cup of tea or something to eat if someone was having a cuppa with her.”

Staff were knowledgeable about people’s dietary needs and were provided training and guidance on how to prepare food to the correct consistency.

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 had access to people’s care plans on the electronic care planning system, and they were alerted about changes to people’s health and care needs.

Staff confirmed communication amongst the team was good, and told us they worked closely with healthcare partners, when required. A staff member said, “We are informed about updates via notes, messages or calls. We also work with district nurses, GP’s and other professionals and pass on relevant information when needed.” Another added, “Communication is great.”

Managers explained the systems in place to share information with relatives, unpaid carers and day centres; to ensure key messages or updates were not missed.

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 monitored changes to people’s health and wellbeing and shared concerns with managers and/or relatives. A staff member said, “If I recognise a UTI or pressure ulcers, I will report this to the manager immediately for further treatment.” People were supported to make referrals to healthcare partners or attend appointments when required.

People were encouraged and supported to make healthier choices to their diet, lifestyle and physical activity. A person using the service told us, “[Staff] support me to stay healthy by making sure I am drinking and eating plenty. They also support any activities I would like to go out and do.”

The provider 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.

Managers were in regular contact with people, relatives and staff to seek feedback and review the effectiveness of people’s care and support. There was a real emphasis on continuously improving standards of care and achieving positive outcomes for people.

We received several examples of people being supported to improve their health, quality of life and independence with the provider and staff going, “Above and beyond” for people. A relative said, “[Staff] provided care to [person] whilst their dementia progressed, enabling them to remain living in their own home for as long as possible. [Staff] were amazing.” A staff member added, “A [person] is very anxious about going out though recognises the positive impact it has on their mental health. With [person] we supported them by going out with them and increased this gradually, at a pace they were comfortable with.”

Staff spoke about extra support provided to people at risk of hoarding and self-neglect, and the positive impact this had on their mental health and wellbeing.

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

Staff confirmed they received training in The Mental Capacity Act 2005 (MCA), to help them understand the importance of obtaining consent before delivering care, support or treatment. A staff member said, “It is important to adapt how I communicate with [people] to ensure I get consent. Before I do anything, I explain exactly what this is and ask permission.”

Details of people’s capacity, related documentation and ‘Lasting Power of Attorney’ were included in their care plans and consent forms were in place. However, we spoke to the manager about improving the level of detail in care plans; and capturing other elements of care delivery in the consent forms. For example, support with personal care and finances. A Lasting Power of Attorney is a person appointed to make decisions on someone’s behalf.