Essex and Suffolk Quality Care Ltd

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 improvements had been made, and the rating has changed to good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

People were involved in the planning and delivery of their care. Staff sought people’s consent before providing care. Where people could not consent to care, a representative was appointed as the agreed decision maker for more complex affairs. People had their needs assessed before care commenced and how they wished their care to be delivered was recorded. People were supported to have their nutrition, and hydration needs met where required. There were effective approaches to monitor people’s care and treatment and their outcomes.

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 their health, care, wellbeing and communication needs with them. This formed their plan of care and support. Assessments were regularly reviewed and updated to make sure the information was current, and care, support and treatment was meeting people’s needs and individual outcomes as expected. Staff had access to real time information relating to people’s care and support needs on the electronic care planning application on their mobile phones. A printed copy was also kept in people’s homes. Staff kept clear, comprehensive care records to support reviews and evidence of appropriate action taken in response to changes noted.

The provider planned and delivered people’s care and support with them. This meant the things which were important and mattered to them were discussed and included in their care plan. Where people had been identified at risk of falls, pressure care, and medicines, this was included in their care plan. People’s nutritional and hydration needs were met in discussion with them and their preferences. The provider was aware of the effects of malnutrition and dehydration and people were supported to manage their dietary needs and associated risks. This included people with poor nutrition, dehydration, swallowing problems and other medical conditions that affected their health. People’s preferences, likes and dislikes were also recorded. Staff had received the necessary training to support them safely.

People received support from Essex and Suffolk Quality Care and their relative/representative to access other health services to support their health and wellbeing. Staff told us they had access to the information they needed to appropriately support people. The registered manager gave examples of where staff had liaised with professionals to support people to access appointments. Records of interactions with health and social care professionals on people’s behalf were recorded and showed effective outcomes for people. Any changes to people’s healthcare needs were updated accordingly to record feedback and any actions or advice to be followed. A partner told us, “The registered manager seeks support from us when needed and is open to guidance and advice so they can support people well.”

The service supported people to live healthier lives. People’s records included important information about their health conditions, medicines and guidance for staff on how to support people’s health and wellbeing. The registered manager gave us an example of working with a local hospital to plan health appointments so that a staff member could escort them each time providing security and company. They said, “This made a huge difference to the person as they have no family or support to help with this.”

There were effective approaches to monitor people’s care, support and outcomes. People received good outcomes because of the support provided to them.

Staff told us how they monitored people’s wellbeing in order for them to keep well and as independent as possible. A member of staff told us, “It’s the small things sometimes that make a difference. For example, I recently helped someone I care for to send back equipment that was no longer required. I arranged for the items to be picked up which the person was very pleased about as it freed up space within their home.” Care plans were reviewed regularly as part of the registered manager’s quality assurance processes. People and/or their representatives were involved in care reviews to ensure continuous improvements were made to people’s care and treatment when required.

People were supported to have maximum choice and control over their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People and relatives told us they had been involved and consented and signed their care plan. A person told us, “I have signed it, my care plan. No changes. I think it’s too soon for a review of my care.” A family member said, “My [relative] signed the consent form. The care plan was reviewed which was done face to face but no changes were identified.”

Staff had received training around the Mental Capacity Act (MCA) and were able to describe how they apply this in their day-to-day practice. One member of staff told us, “I ask people’s consent before I do any tasks, as they may make a different decision today from yesterday. I offer certain tasks and if not wanted, I go with what they want. That is how I would want to be treated if I was using the agency for help, to have some control over my life.”

People's capacity and ability to consent were taken into account, and they, or a person lawfully acting on their behalf, were involved in planning, managing and reviewing their care and treatment. Where people did not have capacity, best interest decisions had been discussed and recorded to ensure people’s rights were upheld.