Outreach Office

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 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.

We found that care was based on comprehensive and holistic assessments. Care plans included information on people’s physical, emotional and social needs and were reviewed regularly to reflect any changes.

Relatives confirmed their involvement in care planning. One relative told us, “Dad is regularly involved and I am kept closely involved.”

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.

Staff followed care plans that reflect the person’s assessed needs, professional recommendations, and evidence‑based interventions.

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 evidenced regular communication and collaboration with healthcare providers to ensure people's changing health needs were identified, assessed, and responded to appropriately.

Feedback from relatives was positive regarding the provider's coordination with healthcare services. One relative told us, “They are really good at managing the interface with the GP and District Nurses.” This reflected the provider's proactive approach to working with external professionals to achieve positive outcomes and promote people's health and wellbeing.

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.

People were encouraged to access their local community, maintain social connections, and participate in activities that reflected their interests and preferences.

People spoke positively about the opportunities available to them. One person told us, “I go out on my [mobility scooter] into town.” Another described engaging in activities such as “bowls, the park, lunch and meeting friends.”

The service offered a range of activities designed to promote physical, emotional, and social wellbeing. Communal areas were well utilised and provided facilities for people to take part in daily group activities, helping to reduce social isolation and encourage meaningful occupation. People were able to choose whether to participate and were supported to remain engaged in activities that were important to them.

To ensure people were kept informed and able to plan their involvement, the service produced a weekly newsletter outlining forthcoming events and activities. This helped people understand what was taking place each day and encouraged participation in opportunities that promoted health, wellbeing, and social inclusion.

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.

There were a clear and structured processes for monitoring and improving outcomes, with staff recording detailed notes covering food and fluid intake, mood and mobility where required.

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

People were supported to give consent and make decisions about their care.

Consent was observed in practice, with staff seeking permission before care. One person told us, “That’s up to me they always check.”