Home Instead Wembley

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.

People’s needs were assessed and planned for. People and their relatives, where appropriate, had been involved in the care planning process. A care needs assessment had been carried out before people received care from the agency.

Assessments were used to help create care plans which outlined people’s care and support needs, preferences and wishes and the support required by staff. Care plans were reviewed to reflect any changes in people’s needs, wishes and health conditions.

People and their relatives told us they thought their needs were met and their choices were respected.

People told us care staff were knowledgeable and understood their needs. A relative said, “[My family member] is very happy with the carers who they know well. [My family member’s] communication is very poor now but the carers manage to know their wants and needs. I cannot fault their care at all.”

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 they had system in place to provide a holistic assessment to identify people’s needs. Staff carried out risk assessments for people. These assessments were carried out using evidence-based best practice guidance.

The provider offered training and guidance for staff to help make sure they had the skills and knowledge needed to care for people. Staff told us training was helpful and equipped them for their role. A staff member told us, “Training has been amazing.”

Staff told us people’s nutrition and hydration needs were considered, and they had guidance in place in care plans to support people effectively with maintaining their nutrition and hydration. People and their relatives confirmed staff had access to care plans which guided how their individual needs were met.

The provider worked well across teams and services to support people. Staff had effective communication systems. Staff received important information through regular team meetings, emails and messages.

Staff spoke positively about the support they received from their colleagues and management. A member of staff said, “I would say that the office and management team are brilliant and are supportive.” Another member of staff told us, “The support is good. I get enough support when I need it.”

Staff worked with external healthcare professionals. Management made referrals when they identified changes in people’s needs. They communicated with care professionals such as GP’s, District nurses and Occupational therapists.

People received joined up care from the provider and professionals, which helped to promote their good health and their ability to live independently in their own homes. This included collaborative work between the provider and various professionals to coordinate care efforts and share updates.

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. An example of this was a person who had quit smoking but as the person’s’ dementia progressed they forgot this. Care staff supported this person to stop smoking again.

Staff followed guidance provided to promote good nutrition and hydration. Staff understood the importance of supporting people with their meals. An example of this was 1 care staff had learnt how to cook a person’s cultural food to help encourage them to eat and enjoy their meals.

Staff said they would contact emergency services and inform the office if they felt that the person was unwell, and office staff would make amendments to the rota to ensure the staff member could remain with the person and not affect the following person’s care needs.

Information about people’s health needs was included in assessments and care plans. There was a system in place for care plans to be reviewed and updated when people's needs changed. Staff used an app to document daily notes, and people’s health tasks were added and continuously audited.

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 the expectations of people themselves.

Outcomes were set for people in their care plans. These detailed how people wanted to be supported to achieve their goals and outcomes. Care plans we reviewed showed evidence of outcomes being monitored and progression towards goals.

Daily notes were completed by staff. These enabled staff to monitor people and help staff respond to people’s changing needs promptly to help promote positive outcomes.

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

Staff had received training on the Mental Capacity Act 2005. Staff were aware of the importance of giving people time to make their own decisions where possible.

A system was in place to assess mental capacity and record best interest discussions when required. This helped ensure that people’s individual decisions and interests were taken into account and considered. Staff were aware of the importance of making decisions in people’s best interests and not imposing unnecessary restrictions on people.