Hope Care Agency

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

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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

Since the previous assessment, the provider had improved the quality and details of care planning documentations. Care records reviewed evidenced detailed person-centred assessments which considered people's physical health needs, communication requirements, cultural preferences, religious beliefs, family involvement and desired outcomes. Records reflected a broad range of health conditions and support requirements including diabetes, PEG feeding, mobility needs, sensory impairments, continence care and complex physical disabilities.

People and their relatives were involved in the assessment and review process. The registered manager told us, “We involve people and their relatives in initial healthcare needs assessments and completing their risk assessments. I have to go and find out any changes and then involve them when their needs change especially if they need a variation in care hours."

Records reviewed showed improvements since the last assessment, particularly in relation to diabetes care planning, PEG feeding support and moving and handling documentation. Comprehensive assessments were now in place which provided staff with more guidance than was available at the previous assessment.

The provider planned and delivered care in partnership with people and in line with current legislation, standards and evidence-based practice. Care records reflected assessed needs, associated risks and specialist healthcare guidance where required.

At the previous assessment, insufficient care planning and risk management had been identified for areas including PEG care and diabetes management. During this assessment, significant improvements were evident. Detailed care plans, specialist assessments and risk management guidance for staff to follow were in place.

Staff had completed specialist training relevant to people's needs, including PEG feeding, diabetes, dementia, autism and mental health. Care plans reflected input from healthcare professionals and incorporated relevant guidance to support effective care delivery.

The provider worked effectively with people, relatives, healthcare professionals and external agencies to deliver coordinated care.

Care records demonstrated partnership working with GPs, district nurses, social workers and specialist services, with professional advice incorporated into care planning where required.

Systems were in place to ensure important information was shared when people's needs changed. The registered manager told us, “We call them [staff] when there are changes. We ensure staff read the risk assessments.”

Care plans reflected multidisciplinary involvement and specialist healthcare recommendations, supporting consistent care in areas such as diabetes management, PEG feeding, mobility and nursing care. People benefitted from continuity of support through the use of regular staff who understood their needs and preferences.

People experienced joined-up care supported by effective communication, timely reviews and collaborative working with external professionals.

The provider supported people to manage their health and wellbeing and maximise their independence, choice and control.

Care plans reflected people's health conditions, mobility, nutrition, communication needs and personal goals, with support provided to access healthcare services and monitor ongoing health needs.

People with complex health conditions, including diabetes, physical disabilities and PEG feeding requirements, received support informed by specialist guidance and healthcare professional involvement. Staff had access to information to help them identify deterioration, manage risks and escalate concerns where necessary.

The registered manager told us, “We monitor through checking our systems and speaking to clients to check how things are. We call clients twice a month and also speak to our staff.” Welfare calls, reviews and regular communication helped ensure changing needs were identified and addressed promptly.

Care planning promoted independence through a strengths-based approach, recognising people's abilities and choices alongside their support needs. People were supported with nutrition and hydration needs where required and encouraged to maintain their independence, routines and community involvement. Staff also supported people to attend healthcare appointments and access activities that promoted wellbeing and reduced social isolation.

People and their relatives told us staff understood their needs and responded effectively when concerns arose, including obtaining healthcare support when required.

The provider routinely monitored people's care and treatment to continuously improve it. They ensured outcomes were positive and consistent and that they met both clinical expectations and the expectations of people themselves.

The provider had developed a range of oversight processes including care plan audits, medication audits, welfare calls, spot checks and supervision systems. Managers used information from these processes to review quality, monitor outcomes and identify areas for improvement.

People and their relatives consistently spoke positively about the support they received. Feedback indicated people felt safe, respected and supported by carers who understood their needs and preferences. Welfare calls and reviews enabled leaders to gather feedback and understand people's experiences of the service. This provided assurance that leaders routinely reviewed information relating to outcomes and service quality.

People received support tailored to their circumstances and their healthcare needs were monitored appropriately. Care planning had improved significantly since the previous assessment and leaders showed greater oversight of quality and risk management systems.

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

People's rights, choices and decision-making abilities were reflected within care planning documentation. Records showed consideration of capacity, independence and people's ability to manage aspects of their own care such as medicines and finances. Care plans also reflected people's wishes regarding how support should be provided.

Staff showed understanding of the importance of consent and person-centred decision making. A staff member told us “People have the right to make their own decisions. I give people time to make choices and always ask for their consent."

The provider's care plans promoted involvement of people in decisions affecting their daily lives and support arrangements. Managers explained that people were involved during assessments, reviews and discussions about changing needs.

Documentation reviewed indicated people were generally supported to make their own decisions wherever possible. Records reflected individual preferences regarding care routines, support arrangements, medicines management and personal choices. Care plans promoted independence and recognised people's strengths and abilities.

The provider worked within the principles of the Mental Capacity Act 2005. Where appropriate, records evidenced involvement from family members and other relevant people to ensure support arrangements reflected people's wishes and best interests.

People benefitted from a person-centred approach which emphasised respect for individual choice, involvement and autonomy.