Pembroke Care (Reading) Domiciliary 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 requires improvement. At this assessment the rating has changed to 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 assessed people's health, care, wellbeing and communication needs to help ensure they received care and support that reflected their individual circumstances and preferences.

People had care and support plans which provided guidance for staff on how to meet their needs. Records showed these were reviewed regularly and updated when people's needs changed. Assessments considered a range of needs and preferences and supported the provider to determine whether they could meet people's requirements safely and effectively.

Assessments were completed by experienced senior staff and involved people, and where appropriate their relatives or representatives, in discussions about their care and support needs. This helped to ensure care planning reflected people's wishes, preferences and current circumstances.

The provider planned and delivered people's care and support in partnership with them, taking account of what was important to them and their individual preferences. Care was developed in line with current legislation, guidance and recognised good practice.

People's needs were assessed holistically, and information gathered through these assessments was used to develop personalised care plans and risk assessments. Records showed assessments considered a range of areas, including mobility, skin integrity, nutrition and hydration where relevant to the person's needs.

Care plans provided guidance for staff on how to support people safely and consistently. Records showed these were reviewed and updated when people's needs changed to help ensure care remained appropriate and responsive.

This approach supported staff to deliver care that reflected people's assessed needs, preferences and identified risks. Staff received training relevant to people's needs, including specialised areas of care, which supported them to deliver care in line with current good practice.

The provider worked collaboratively with other teams and services to support people to receive joined-up care. Information about people's needs was shared appropriately with relevant professionals to help ensure continuity of care and reduce the need for people to repeat information about their circumstances.

Staff worked with healthcare professionals and other services involved in people's care. Changes in people's needs or circumstances were communicated effectively within the staff team and discussed during handovers to help ensure care remained consistent and responsive.

Feedback from healthcare professionals confirmed the service communicated in a timely manner and provided clear and accurate information when required. One professional told us the service kept them informed of any changes and worked proactively to ensure care packages continued to meet people's needs.

The care manager maintained oversight of people's care needs and how staff worked with external professionals to support positive outcomes.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff helped people to maintain their health and wellbeing and supported them to access healthcare services when required.

Staff demonstrated an understanding of how to recognise changes in people's health and wellbeing and knew when concerns should be escalated. Care plans contained information about people's health conditions, how these affected them, and the support they required. This provided staff with guidance on how to meet people's needs consistently and respond appropriately to changes in their health.

People were encouraged and supported to maintain adequate nutrition and hydration where this formed part of their care package. Where people required modified diets or specific support with eating and drinking, staff followed guidance from relevant health professionals to help ensure their needs were met safely.

Staff followed guidance from healthcare professionals and supported people to maintain their health and wellbeing. They understood the importance of recognising and reporting changes in people's needs so appropriate support could be sought when necessary.

The provider monitored people's care and support to help ensure it continued to meet their needs and preferences. Systems were in place to review the quality of care provided and identify opportunities for improvement.

Staff and managers carried out regular reviews of care plans to help ensure they remained accurate, up to date and reflective of people's current needs and wishes.

Staff told us they monitored people's health and wellbeing through regular contact, observation and reporting concerns promptly so appropriate action could be taken. Staff also described how they paid attention to non-verbal communication and body language, particularly where people had difficulty expressing their needs verbally.

The care manager maintained oversight of the quality of care provided through care reviews, observations and ongoing monitoring. This helped the service to identify changes in people's needs and make improvements where required.

The provider supported people to make decisions about their care and treatment and respected their rights to provide consent. Care records reflected people's preferences and choices and provided guidance for staff on how they wished to receive support.

The care manager worked with people, staff and relevant professionals to promote people's rights and support person-centred care. Care plans included information about people's ability to make decisions and any support they required to do so.

The person receiving support was able to make decisions about their care and treatment. Staff understood the importance of seeking consent before providing support and described how they involved the person in day-to-day decisions about their care.

Records demonstrated an awareness of the requirements of the Mental Capacity Act 2005 (MCA). We reviewed documentation relating to a mental capacity assessment completed by a social care practitioner for a specific decision. This showed relevant professionals had considered the person's capacity and decision-making needs where appropriate. The provider was able to demonstrate an understanding of the principles of the MCA and the importance of supporting people to make their own decisions wherever possible.