Monarch Home Care 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.

People and their relatives were involved with all aspects of their care. One person told us, “One of the managers came from Monarch and she sat down and talked to me and asked me if there was anything I wanted.”

There was a process in place to ensure people’s needs were assessed and regularly reviewed. The assessments considered people’s individual needs and preferences and also considered their likes and dislikes.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them.

The registered manager confirmed care plans and risk assessments were based on best practice guidance. A variety of assessment tools were used to ensure people’s needs were identified and met. Staff were aware of the correct care that people needed.

The provider worked well across teams and services to support people.

Staff shared information about people. They told us any concern they had they would telephone the office staff so they could ensure all other staff were aware. There was a system in place to ensure the staff team worked together. Staff also worked with other professionals to deliver care to people; by following plans and advice they had put into place.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control.

People and relatives confirmed their health needs were considered. A relative told us, “They have with regard to her legs because her legs are prone to blistering. They phone directly to the community nurses and ask them to come out. They will get in touch with me as well.”

People’s health needs were assessed, and plans were in place to monitor these conditions. Staff confirmed they were aware of people’s health needs and gave us examples when they supported people with this. One staff member said, “On a visit someone didn’t look quite right so we helped them see the GP. We let the family know and they were happy. The person had a chest infection.”

The provider routinely monitored people’s care and treatment to continuously improve it.

The registered manager team told us they had introduced a ‘watchlist’. Which helped them to monitor people more effectively. When a concern had been identified, the person was added to the ‘watchlist’ and reviewed weekly until the situation had improved or been resolved.

There were systems in place to ensure people’s needs were identified, assessed and monitored. Staff confirmed they were aware of people’s needs and were confident they provided care in line with this.

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

People told us care staff gained consent from them. One person said, “Yes, they say do you want me to.”

The provider was not currently supporting anyone who was not able to consent to their care. The registered manager explained the process they would follow if needed. Staff had received training in this area.