Hales Group Limited - Leeds

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 71 (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 provider was in the process of transitioning to a new care planning format. Care plans that had been transferred and reviewed were up to date and reflective of people's current needs. However, some care plans remained on the previous format and did not always accurately reflect individuals' current needs and preferences.

Despite this, staff demonstrated a good understanding of the people they supported, and there was no evidence that the quality-of-care people received had been adversely affected. The management team recognised this shortfall and had an ongoing plan to ensure all care plans were transferred to the new format, reviewed, and updated to fully reflect people's current needs.

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 provider used recognised assessment tools to identify and manage risks associated with people’s care and support needs, including risks relating to falls and skin integrity. The service worked collaboratively with health and social care professionals to ensure people received safe and effective care. Care records reflected professional advice and evidence-based guidance, providing staff with clear instructions to support the delivery of care in line with assessed needs and best practice.

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.

Staff were proactive in working with other services when multidisciplinary involvement was required, and any actions were followed up on as needed. We saw evidence of appropriate communication between the provider and other agencies.

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’s care records contained detailed information about their health conditions and clearly identified symptoms that required a prompt response from care staff. Staff demonstrated a good understanding of people’s individual health needs and were knowledgeable about the actions required if a person became unwell.

The provider told us that, before a person starts receiving support, a comprehensive and detailed assessment is completed to ensure their needs can be safely and effectively met. This assessment process helps determine whether the service can provide appropriate care and support prior to the commencement of care.

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.

When required, people’s fluid intake was monitored to ensure they remained hydrated and to identify any early signs of dehydration.

The provider had a system in place to check people’s daily notes. This supported the management to monitor the quality of care provided and identify any concerns or changes in people's needs promptly.

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

People told us their choices were respected by care staff. One staff member told us “I wasn’t comfortable with a person we supported, as they complained a lot, I was told to change my strategy. Some people are not morning people, so they told me to change my strategy and try something different, the feedback I got helped me with this person”.

The registered manager and care staff understood the importance of consent and assuming people had capacity to make decisions about their care and support under the Mental Capacity Act 2005 (MCA). Staff confirmed they had received training about the requirements of the MCA and demonstrated an understanding of its principles. A staff member told us, "make sure to keep it confidential and do personal centred care, we should respect their dignity. Do it in the right way and make sure their privacy is there, always gain their consent as well.” and another said, “I respect their choices, in terms of personal care make sure you give them their personal space and ask questions and get consent.”