Hillingdon

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 assessed people’s needs and choices. Managers met with people and their relatives to discuss how they wanted to be cared for. The provider contacted other professionals and commissioners when they felt people were not allocated enough care and support, or when local authority assessments did not accurately identify people’s needs.

People and their relatives told us they were involved in assessments, care planning and reviews of care.

Staff provided evidence-based care and support. They completed a range of training, including learning how to support people with a learning disability and dementia. Staff told us training was useful and equipped them for their roles and responsibilities. Their comments included, “Training is helpful because I can now understand how to treat people” and “Training has helped to explain how I communicate with people and understand their needs.”

The provider shared a range of information and guidance about best practice and legislation. They created easy to understand leaflets for staff about specific topics.

Staff worked well with each other to share information and provide holistic care. Managers communicated with staff through regular messages, updates, meetings and supervision. They discussed key procedures and people’s needs. Care staff explained they were in regular contact with office staff, particularly when they had queries or concerns.

Staff worked with other professionals when needed. For example, following guidance from healthcare professionals and sharing information about people’s health and wellbeing.

People were supported to live healthy lives. Managers assessed people’s health needs. They made sure staff had the information they needed to care for people safely and to recognise changes in their health. Staff worked closely with external professionals, people and their relatives to monitor health needs.

The provider monitored outcomes and people’s care to make sure they were safe, well and staff were following care plans. Staff kept records of the care they provided, when medicines were administered and people’s wellbeing. Managers checked these records. Managers introduced additional monitoring tools when they identified a particular need. People and their relatives confirmed staff asked them if they were happy with their care. People were involved in regular reviews and could request changes when they wanted.

People consented to their care and treatment. During the initial assessment of their needs, the registered manager assessed people’s mental capacity to make decisions. They consulted with the person and their representatives. When people were able to, they had signed an agreement to their care plans. For people who lacked the mental capacity to understand and decide about their care, the provider liaised with their legal representatives and relatives to make decisions in their best interests. People and their relatives told us they were asked for consent and were able to make decisions about their care.