Caring Heart and Hands 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 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.

People had person‑centred care plans which focused on their individual goals and aspirations. Staff had sufficient time to read and understand people’s care records. Staff worked in partnership with people to ensure their views and opinions were included in the development and review of care plans. This helped ensure care reflected what mattered most to people and supported their preferences and choices.

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 were supported with eating and drinking. People and their relatives told us they were supported well and that dietary needs were met appropriately.

Staff worked in line with people’s planned care and support needs. People’s likes and dislikes were clearly recorded and known to staff, who took these into account when providing support. This helped ensure care was person‑centred and consistent with people’s preferences.

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 provider worked alongside other professionals through multidisciplinary team meetings to support coordinated and joined‑up care. This helped ensure relevant information was shared appropriately and people’s needs were understood and responded to effectively.

Staff also met regularly as a team to share information and discuss people’s care. Staff told us they worked well together and knew people well. This supported consistency, effective communication and continuity of care for people using 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 supported people to manage their health and wellbeing in ways that promoted independence, choice and positive daily routines. Staff were able to give examples of how they supported people to live healthier lives in line with their individual health conditions.

People and their relatives told us staff were attentive to people’s wellbeing and offered guidance and encouragement. This support helped people to maintain their health and wellbeing and remain as independent as possible.

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.

We saw evidence that regular reviews were carried out. These reviews helped ensure care remained appropriate, up to date and responsive to any changes in people’s needs, for example if a person lost weight.

Staff and relatives told us they felt people’s care was monitored effectively, which contributed to consistent, positive outcomes for people using the service.

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

Staff consistently asked for people’s consent before providing care and support. This was recorded appropriately within people’s care records. People confirmed this in their feedback. One person told us, “Yes, they always ask before doing something.” This demonstrated that staff respected people’s rights and involved them in decisions about their care and treatment.