Chenai Holistic Home Care Agency 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 the rating has changed to 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.

The senior team carried out assessments of people’s needs alongside them and, where appropriate, their family members. People were able to view their assessments and support plans through the provider’s electronic care system on their own computers, which helped promote transparency, involvement and choice. Staff could access the same information securely via an app on their phones, ensuring they had up to date details before each visit. Staff told us this system enabled them to understand people’s needs clearly and provide consistent care. They said they were able to access all the information they needed prior to carrying out visits, which supported safe and effective care delivery. A relative told us, “[Family member] had an assessment initially. They went through things to see what was required.”

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, where appropriate, their representatives were involved in planning their care. Records clearly outlined the support people needed with food and drink. Most people were happy with the support they received. A relative told us, “[Staff] are very good at lunchtime they give [person] a choice of both food and drink.”

Staff understood people’s dietary needs and supported them safely with these. A staff member told us, “I will prepare their food as per their choice. I read a person’s care plan to see what their preferences are if they have a diagnosis of dementia.”

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 described positive working relationships with external professionals. They told us they engaged in regular communication with these partners to ensure people received coordinated and effective care. This included sharing updates, discussing any changes in people’s needs and seeking advice where necessary. Staff were able to explain the steps they would take to escalate issues, demonstrating a clear understanding of their responsibilities in maintaining people’s safety and wellbeing. Records confirmed staff escalated concerns where necessary. A staff member said, “If I identify any changes in service users’ needs, I report this immediately for a reassessment and update the care plan according to needs and communication with GP and other healthcare professionals.”

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.

Care plans contained clear information about people’s healthcare needs, with guidance to support staff to monitor these needs and respond appropriately. Staff told us the information in care plans enabled them to understand people’s needs before each visit and supported consistent, safe care delivery. They described using the care plans to identify early signs of deterioration and to take timely action, including reporting concerns to senior staff or seeking advice from healthcare professionals.

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.

Care plans were regularly reviewed and updated in response to changes in people’s needs. Staff considered people’s outcomes and overall wellbeing as part of these reviews, ensuring care remained appropriate and responsive. People’s feedback about their care and support was actively sought and used alongside other information to help improve outcomes and service quality. A person said, “Whatever I ask, [staff] do it.” A relative told is, “[Staff] very professional. [Family member] is being well looked after.”

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

People were involved in decisions about their care from the outset, and staff sought consent before providing support, explaining what they were going to do in a way people could understand. A person told us, “[Staff] always involve me; they check everything with me.”

Where people had communication needs or fluctuating capacity, staff took time to check people’s understanding and adjusted their approach to meet individual needs. A staff member told us, “Most of my service users are able to make their own decisions or have family support. If the person is alone – we check with the office and read the care plan.” Another staff member said, “The Mental Capacity Act (MCA) is basically designed to protect the people who lack capacity to make decisions for themselves it includes, presumption of capacity, best interests decisions and using the least restrictive options.”