Global Caring Group Leicester

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 this service. 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 or their relative, had been fully involved in the assessment and ongoing reviews of their care package. Care records confirmed people’s care plans were well detailed and reflected their current care needs and had been discussed and reviewed with the person and or their relative.

Care records demonstrated that people’s individual communication needs had been assessed and planned for. Staff were provided with guidance on how to support people to communicate effectively and staff demonstrated a good understanding of people’s individual support needs.

A staff member said, “I supported a person who needed extra time to understand and respond to questions. Their care plan explained their preferred communication approach. Instead of rushing them, I spoke clearly, used short sentences and asked one question at a time. I allowed them time to respond and paid attention to their body language and facial expressions. This meant the person remained involved in decisions about their own care.”

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 how they kept themselves up to date on good practice and expected care standards. They said, “I ensure that I keep myself up to date through training, professional networks, relevant guidance, learning from healthcare professionals, organisational updates and information from recognised regulatory and professional bodies.”

Care plan guidance for staff in relation to known health conditions was well detailed and reflected recognised best practice guidance. For example, where a person had diabetes, their care plan detailed the signs and symptoms staff should be alert to, how the condition affected the person individually, and the actions staff should take if concerns arose. This provided staff with clear guidance to recognise changes in the person’s health and seek appropriate healthcare support promptly.

Recognised assessment and monitoring tools were used such as the Malnutrition Universal Screening Tool (MUST), Waterlow assessments. These helped staff to identify and monitor health-related risks and ensure appropriate action or referrals were made when required.

Some people required care and support with preparing meals and drinks, and with eating and drinking. Guidance for staff included supporting and respecting people's choices while encouraging healthy eating and promoting independence. Staff had completed food hygiene training and were aware of people's specific dietary needs and preferences.

The provider had a range of policies and procedures in place which were up to date and reflected current legislation and recognised best practice guidance.

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.

People and relatives were positive about how staff worked with health care professionals to meet individual care needs. A relative said, “Staff follow recommendations made by the GP, report any concerns to the district nursing team, they all work together.”

Staff worked effectively with each other and external health and social care professionals. This collaborative approach meant people received coordinated care that reflected their individual health, care and support needs. Information and professional advice were shared appropriately, and staff followed recommendations made by healthcare professionals. This helped ensure changes in people’s health were identified and responded to promptly and that people received consistent and effective support and positive outcomes.

Care records confirmed effective communication and team work internally and externally.

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 confirmed staff supported them well with their health conditions and took action during periods of ill health. A relative said, “[Name] was poorly and the staff contacted the GP, office and us. I am so proud of them. They go above and beyond.”

People were supported to manage their known health conditions. Staff had detailed guidance about people’s health needs and the care and support required. When people’s health deteriorated, or concerns were identified, staff took prompt action to report and seek health care support. For example, when staff identified a change in a person’s health or wellbeing, this was reported promptly and advice was sought from the appropriate healthcare professional, such as the GP or district nurse. Staff followed any advice or guidance provided and updated the person’s care records where required. This helped ensure people received timely support and that changes in their health were identified and responded to appropriately.

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.

People’s desired outcomes were discussed and planned and reviewed with them. For example, where a person wanted to maintain their independence with aspects of their personal care and daily routines, their care plan detailed what they could do for themselves and the level of support they required from staff. Records showed this was regularly reviewed to ensure the support remained appropriate and continued to reflect the person’s choices, abilities and desired outcomes.

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

The Mental Capacity Act 2005 (MCA) provides a legal framework to protect and empower people aged 16 and over who may lack the mental capacity to make specific decisions for themselves. The Act sets out the principles of assessing capacity, supporting people to make decisions wherever possible, and making decisions in a person's best interests when they lack capacity.

Where people lacked mental capacity to consent to a specific area of their care, an MCA assessment and best interest decision had been completed. A review of these records confirmed they had been well completed in line with this legislation. This meant people’s rights were protected and decisions made on their behalf were made in their best interests, any restrictions and or decisions were least restrictive. Where people experienced fluctuating mental capacity, this had been planned for and staff provided with supportive and detailed guidance.

Staff told us of the importance of gaining consent before care was delivered and how they achieved this. People and relatives confirmed staff were polite and respectful ensuring choice was offered and consent agreed before care was provided. A relative said, “I have heard them [staff] ask [name] if they would like a shower, or what they would like to wear.”

Care plan guidance clearly instructed staff to seek people’s consent before providing care and support. Daily care records demonstrated that consent was sought in practice, supporting people to have choice and control over how their care was delivered.