Home Instead Central Hemel Hempstead & Chilterns

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• 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 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.

Detailed assessments were completed before people started to receive a service. A relative told us, “We were very involved with the assessment.” Another relative told us, “The family were all able to contribute and offer information.”

Care and support needs were consistently reviewed. We saw that care plans were detailed, personalised and provided staff with thorough information and guidance. Staff informed managers of any changes in people’s care they observed so the appropriate care records were updated.
 

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.

People and their relatives told us they were fully involved in how care was arranged and delivered. A relative told us, “We all talk and [relative] has a voice and they use it.”

Care plans included information about people’s preferences and what was important to them. Guidance from health professionals such as district nurses and speech and language therapists was also seen to be included where this was relevant for people.
 

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 knew people well. Care was co-ordinated and there was good continuity of care from consistent staff. Staff were able to share information through communication channels and records showed the handover of information to their colleagues following care visits.

We saw information from relevant partner agencies was included in the records we reviewed.
 

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 health needs were known by staff and included in care plans. This included dietary requirements and known risks from existing health conditions, where staff support was needed to enable the person to manage these needs and reduce any negative impact.

Staff knew how to monitor and respond to any changes in health and escalated to health services when needed. A relative told us, “[Relative] had a fall once. It was handled very well and [they were] fine.” Another relative told us, “[Relative] wasn’t feeling too well which was a worry, but staff let us know in the evening how [they were], and doing better, which was reassuring.”

Frequent audits and quality assurance checks helped the provider maintain effective oversight of people’s health and wellbeing and identify whether further support or a change to a person’s care package may be needed.
 

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.

People’s care plans were routinely reviewed and updated with any changes. A relative told us, “We couldn’t do this without them. It’s all about making it right for [relative] so we all partner up.”

People and relatives told us care arrangements were monitored and reviewed, and they were involved and consulted. We saw planned outcomes for some people included being supported to continuing to live in their own homes and maintaining mobility and independence.
 

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

Assessments and care records recorded consent, with documentation following good practice.

People and relatives spoke positively about staff interactions and seeking permission to provide care. A relative told us, “We are very happy with it (the care). Staff communicate well all the time.”

Staff completed training in the Mental Capacity Act 2005. Spot checks of staff conduct during care visits included observations of staff practice in seeking consent, and respecting people’s decisions.