SM Voice Advocacy Limited

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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 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.
They completed initial assessments of people’s needs prior to care packages commencing. Assessments incorporated information from people and professionals; to help ensure they reflected the care required. Care plans were clear, detailed and person-centred, and included how staff were to support people to meet their needs.
The provider produced positive behaviour support PBS plans which showed how people presented and how staff were to support them.
A relative told us they received reviews of the person’s care to ensure their care plan met their current needs.

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 provider worked with people to plan and deliver their care. They worked with professionals to implement their guidance including the use of PBS plans. Staff we spoke with knew how to implement these well. This helped to create a positive environment which minimised anxiety related behaviours.
Staff were aware of how to support people with diabetes and the importance of their diet. Staff also told us if they had any concerns about people’s eating and drinking referrals would be made to dieticians or speech and language therapists (SaLT) who would provide specialist guidance. A relative told us their family member was experiencing dietary issues and the registered manager was working with professionals to improve this.

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.
People’s care and support plans included information where other stakeholders were involved in their care (such as GPs). Details of other agencies were also in their care and support plans. Staff told us they worked together well as a team and contacted external professionals as needed or escalated concerns to management to follow these up. A staff member told us, “Good communication helps us plan care more accurately and respond to (people’s) changing needs quickly.”
There was very positive feedback from professionals and partners about the service especially the communication from staff. Professionals also told us of improved outcomes for people since they were supported by the service. This included people having more confidence and being able to choose the things they wanted to do.

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 healthcare needs were identified in their care and support plans. Daily care notes were monitored for any changes in people’s condition. Staff told us they monitored people’s weight and blood pressure to help maintain their health. Staff said they would raise any concerns with management if people’s health changed. People were encouraged to eat a balanced diet although relatives would like to see more of this which the registered manager was working on.

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 and support plans identified specific goals and outcomes related to their care. There was detailed information and risk management plans in place. These included crisis management plans supported with PBS plans to better improve people’s outcomes when communicating through behaviours that challenge. Staff were aware of these and how to support people. The provider ensured reviews of care and support were being undertaken regularly to check people’s outcomes were up to date and relevant. People were encouraged to plan activities they enjoyed and relatives confirmed this.

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

The provider obtained consent from people where they had capacity to make the decision. Best interest decisions were documented, as well as any decision specific capacity assessments. This helped to ensure the provider was following the correct procedures around gaining consent to care. There were policies and procedures in place to ensure valid consent to care was obtained. Staff told us they sought people’s consent before delivering care. Staff had a good knowledge of the Mental Capacity Act 2005 (MCA) and how to practically apply this in their everyday roles. A staff member told us they, “Encourage individuals to make choices about their daily routines and meals, rather than making decisions on their behalf.”
The registered manager was working on strengthening some documentation to make it clearer how consent was obtained and how all relevant decision specific capacity assessments had been considered.