Andersen 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 – 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 support were effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

The service assessed and reviewed people’s needs regularly, including whenever there were changes in their circumstances. Assessments involved people, their relatives and the appropriate healthcare professionals and captured key information, such as people’s preferences and wishes, their abilities and strengths, and what was important to them. A relative told us, “Both [person] and I were present when her care plan was done and it’s been reviewed regularly ever since.”

The provider planned and delivered people’s care and support 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.

Staff worked collaboratively with healthcare professionals and followed their guidance to provide safe and effective care. Care plans included good practice guidance tailored to people’s individual needs. For example, 1 person was on a modified diet due to risk of choking. Staff followed guidance implemented by a speech and language specialist to ensure meals were served in line with the recommended consistency and that appropriate support was provided at mealtimes. This enabled the person to eat and drink comfortably and maintain their nutrition and overall wellbeing.

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.

The service coordinated people’s care effectively, while respecting their wishes, promoting independence and prioritising their best interests. They maintained close working relationships with health and social care professionals and ensured information was clearly communicated across the wider staff team. Staff had access to up-to-date information about people. Office staff, including a care coordinator and a field supervisor, worked closely together to coordinate care delivery, sharing updates and responding promptly to any changes in people’s needs, which supported a consistent and well-organised approach across the service.

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.

Staff monitored people’s health and wellbeing closely and escalated concerns promptly. We saw evidence of how staff involved GPs and district nurses to ensure people received the right support. Care plans contained clear information on people’s health and wellbeing, including guidance on how to manage specific health conditions. For example, a person had diabetes and smoked. Their care plan provided detailed guidance on diet control and included steps to support the person to reduce smoking.

People received appropriate support with eating and drinking. Where meal preparation was included in people’s care packages, staff ensured this was completed while offering people choice and respecting their wishes. Feedback from people and their relatives confirmed this. Care plans contained clear instructions on people’s nutrition and hydration needs, including guidance on encouraging healthy eating.

The provider routinely monitored people’s care to continuously improve it. They ensured that outcomes were positive and consistent, and met people’s expectations.

The management team used a range of methods to monitor people’s care, including monitoring calls, care reviews and spot checks. They encouraged care staff to report any changes in people’s needs. Care review notes recorded any changes in people’s care and demonstrated how care was adapted to meet people’s changing needs. For a person who was at risk of refusing care and support, progress in this area was evidenced within their review notes. This enabled staff to evaluate their approach to ensuring the person received appropriate care and their wellbeing was promoted.

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

Where possible, people had agreed to their care and support arrangements and signed consent forms. The service involved people’s relatives where appropriate to make sure decisions were made in people’s best interests. Staff worked within the principles of the Mental Capacity Act. A staff member told us external agencies would assess people’s mental capacity. They also said, “We do our own assessment as well and if we notice any changes, we have to report to the office.” People’s care plans contained clear information on their mental capacity and their level of understanding.

In a specific case, staff ensured they obtained a person’s expressed consent before supporting them to declutter their property. Their care plan prompted staff to consider whether a mental capacity assessment was required and to follow best interest principles if needed.