Everlife (Wiltshire)

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 71 (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.

The registered manager assessed people’s needs before they started using the service to ensure their needs could be met. Staff told us they received good information about people’s needs. There were detailed care plans and staff developed risk assessments in partnership with people so that they could take positive risks.

Any changing needs of people were shown as a task on the provider’s system. We saw evidence of regularly updated and reviewed care planning documents which changed in line with people’s needs.

This ensured actions were taken to keep people safe. For example, staff noted one person had recently had a fall and the system created a task for the registered manager to create a falls risk assessment.

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 such as right support, right care and right culture. One person told us Everlife sit with them each week and ask them what they would like to do each session. They told us this can be anything from shopping to going out to see friends.

People told us staff provided good support for them to undertake their daily living tasks. Staff completed regular training in nutrition, food safety and dementia to ensure their knowledge was up to date.

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. Care records contained details of people’s needs and preferences and how to support them.

Staff communicated well with people and there was a relaxed relationship between people and staff supporting them. Staff knew people’s needs and preferences. People were relaxed with their support and engaged in the activities they had chosen. One person told us they were supported to leave their house for a short walk, but they would not feel confident to do this if they did not have support from staff.

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 joined the service.

We saw evidence of the provider working closely with relatives. Notes demonstrated calls from relatives were followed up by the provider, with actions and outcomes listed. Care plans were accessible and the provider used a mobile phone app so information and updates could be checked at any time.

When additional support from external agencies was required, we saw evidence of good communication and partnership working. District nurses had engaged with the service to ensure people’s changing needs were assessed.

Another person required specialist support from the occupational therapist team. The provider had worked to ensure the referral was followed up with a visit in a timely way.

People told us staff worked well with other services, such as community nurses, GPs and hospitals to ensure they received the care they needed.

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 escalated any changes to people’s health to the registered manager who took immediate action. For example, staff recorded any new concerns via their care app and the manager viewed these and decided what action to take next. Referrals were made to support people with their health needs and risk assessments were drafted.

People had health reviews and care records contained details of how to support people and what people could do for themselves. For example, where people were recommended exercise to maintain a healthy lifestyle we saw evidence they were supported to access the community with staff.

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

Staff maintained records of the care provided, including whether people’s needs were changing. Records demonstrated changes were shared with healthcare professionals where needed.

Care records contained regular reviews of the service provided. These were completed with people and contained their thoughts and comments. For example, staff described noticing a change to a person’s routine and how they contacted the office to ensure the changes were added to the care system.

The provider maintained records of team meetings and meetings with people. These detailed actions to ensure people were receiving effective support. For example, due to one person experiencing some ill health, staff had discussed introducing additional welfare check calls to the person. We saw records that welfare checks by telephone had taken place for this person.

People were involved in reviews about their support. One relative told us “They’re really good. Staff ask how [family member is feeling] on the day and they help [family member] with what [person] can’t do but also help [person] to do what [person] can do for themselves”.

The registered manager told us they regularly checked care records and completed observations to make sure support was provided in a person-centred way.

The provider did not always tell people about their rights around consent and did not always respect their rights when delivering care and treatment.

The provider was not always able to evidence appropriate records were completed for gaining people’s consent. For example, people’s consent to specific care and treatment had not been recorded by the provider. This meant the provider could not evidence that people were involved in decisions around their care and treatment. We spoke to the provider about this who took steps to add it into people’s care plans.

However, daily notes reflected staff were verbally asking for consent to help a person with their personal care. Relatives provided positive feedback about how staff always gained consent before undertaking tasks with people and people told us staff always asked for consent before supporting with personal care tasks.