Proxy Care Personnel

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 79 (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.

Assessments of people’s needs were carried out prior to any care being delivered to ensure that the service could meet their needs. Following this, care plans were reviewed on a regular basis, including following any hospital admission. A staff member told us, “Care plans are very important. If I go to a new client and do not know anything about them like their likes, dislikes, medical history, then the care plans will be full of information that is helpful and I will need to get to know the client.” The registered manager told us they used a traffic light system to indicate which care plans required a review so these could be completed in a timely manner.

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.

Staff followed the recommendations given to them by healthcare professionals. One relative told us, “The physio came once and showed us how to [use the equipment] and left. That was a few weeks ago. Now they just get on with it they are brilliant as it’s not an easy thing to do. They do this daily to help her muscles unfreeze.” This ensured staff followed evidence based practice to deliver good outcomes for people.

The provider worked well across teams and services to support people. This included referring people to other healthcare professionals when required.

The registered manager informed us that staff must report any concerns about a person to the office team, who would then take the lead for communicating the concern to any staff members or professionals who needed to be aware. For example, they told us they had been informed of a person refusing their usual support with their personal care. The registered manager confirmed they informed the rest of the person’s dedicated staffing team so they were aware and also informed the GP as they had recently been unwell which could add to the risks associated of not accepting personal care.

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 encourage them to live healthier lives. This has resulted in positive outcomes in their health and wellbeing. For example, staff had encouraged a person who was socially isolated to attend local fitness groups. This had resulted in the person losing weight, gaining self-esteem, and forging friendships with other like-minded people. They had also referred the person to a dietician, so any weight loss was sustainable, and it helped educate them about healthy eating choices. The registered manager told us, “[Person] is now glowing and feels good in her appearance.” Other people told us, “They keep me hydrated” and “They help me with exercise and encourage me.”

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

Staff went above and beyond to intercept poor outcomes for people before they could occur. For example, one person had recently been the target of a financial scam. However, due to staff working with them to make them aware of the signs previously, they were able to identify what was happening and not fall victim to the scam. They informed the staff who then informed the local authority safeguarding team and police so the incident could be recorded and investigated appropriately.

Another person had been experiencing isolation and loneliness due to anxiety caused by a change in their mobility. However, their dedicated staffing team worked to build a trusting relationship with them where they could then encourage the person to access the community with them. The registered manager told us, “They know they can trust us. We empower them too. They have started going out shopping, to the hairdressers, and for a coffee. She was anxious because of her mobility and needed support to gain confidence and was empowered to do so. She has bloomed.”

A further person required support to keep their home tidy to prevent accidents and to protect their mental health but was resistant to accepting this at first. Staff worked closely with the person which resulted in them agreeing to staff supporting them to tidy their house. This resulted in no falls caused by trip hazards within the home, as well as boosting the person’s self-esteem and mental wellbeing.

The registered manager told us they informed healthcare professionals of any changes in mobility in a timely manner. This allowed for any mobility aids needed to be put in place quickly to prevent the person falling and them losing their confidence when mobilising.

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

Staff worked to the principles of the Mental Capacity Act 2005. The registered manager told us. “Staff receive full training around mental capacity during their induction and then from refresher courses. We talk about how they gain consent when providing care. We always stress to them that it applies to the time of making that decision.” Staff confirmed they understood this, with one telling us, “I involve the clients in every decision that needs to be made.”

Care plans included important information such as the details of anyone who held power of attorney for a person. The allowed staff to know who should be involved in any decisions that needed to be made about the person’s care.