Dolphin Healthcare Services

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.

The registered manager undertook assessments with people before they began using the service. They told us this led to risk assessments being completed for any risks identified and care plans put in place to guide staff on how to support people. People had a care plan in place which was used by staff to meet their needs. Staff followed people’s individual care plans which were put in place to support them to meet people’s needs and if they noticed any changes they would contact the office who would then organise for staff to review the persons care plan and make changes.

People felt involved in the care planning and one relative said, “I feel fully included in my loved one’s care, the care plan is reviewed and if there are any changes we discuss it together.” Another said, “All the team know what they are doing if a new carer starts they job shadow the more experienced staff, the carers are very familiar with my loved ones medical condition and I am confident with their ability to care and support my loved one, they are so helpful and it has a made a huge difference to our lives I was really struggling before now I cry with joy.” A staff member said, “I go to the care plan to check allergies and can offer choice based on this.”

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.

The registered manager told us they had system in place to provide a holistic assessment to identify people’s needs. Staff carried out risk assessments for people which included skin integrity and falls. These assessments were carried out using evidence-based best practice guidance. Staff told us people’s nutrition and hydration needs were considered, and they had guidance in place in care plans to support people effectively with maintaining their nutrition and hydration. People and their relatives confirmed staff had access to care plans which guided how their individual needs were met.

A relative said, “The carers understand my loved one’s health condition and I feel they are well trained and fully understand my loved one’s medical condition and are very confident.”

The registered manager and staff worked well with health and social care professionals. There were various professional involved with the service such as District nurse team and advocacy. Staff told us, “I worked with the district nurse, and I shadowed them for 2 weeks and was shown how to change dressings and look for signs of infection”.

One person said, “The carers know me well and my routine I have the same team of carers both men and women that call. I have kept well and have had no issues with my health, the staff know what they are doing and appear to be confident in what they do.”

A relative said, “The support my loved one receives is amazing. The carer takes time and will spend time massaging and doing exercises. They also go out of their way to make them feel good with doing their nails and make up.”

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 said they would contact emergency services and inform the office if they felt that the person was unwell, and supervisors would make amendments to the rota to ensure the staff member could remain with the person and not affect the following persons care needs.

Information about people’s health needs was included in assessments and care plans. There was a system in place for care plans to be reviewed and updated when people's needs changed.

The registered manager had a system in place for care plans to be created and maintained. Staff used an app to document daily notes, and people’s health tasks were added and audited. Details of health professionals’ reviews would be documented and any changes to a person’s health needs would be reported to the office where care plans and risk assessments would be updated.

People’s care plans and records were reviewed and people felt they were involved in the planning of their care. Care plans reflected details of how the person would like to be supported and feedback from people described staff as kind and caring. Care plans and risk assessments were reviewed every six months, as well as when issues were identified during monthly service user reviews or if changes occurred.

People and their families were seen as the experts in their life with a focus on what they can do first, and any help they needed second. Staff had taken great care to ensure peoples voices and choices were heard and to enable people to build and stay in control of their own lives.

A relative said, “If my loved one is unwell, they will call the GP and have called for the ambulance when needed, and the District nurse calls regularly.”

A staff member said, “I felt confident calling the GP after noticing the [equipment] site looked sore. The GP prescribed a cream. I also spoke with the family and office to update them, and the office updated the medication chart.”

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

Staff had received training in Mental Capacity Act 2005 during their induction. The registered manager described the system they had in place to ensure staff completed all annual updates.

A system was in place to assess mental capacity and record best interest discussions when required. Staff could describe how people gave consent to their care.

A staff member said, “I respect people’s privacy and dignity by asking for consent and talking to people and including them in the various tasks carried out and ensuring their comfort.”

A person said, “I feel involved in my own care plan and involved in making decisions. When I initially signed up someone discussed my needs, and I had the opportunity to add anything.”