Call4Care Services Limited

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 supportachieved 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 67 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People’s needs were assessed before care commenced to ensure the provider was able to offer safe and effective support, people and their representatives were involved in this. We saw a recent review had been undertaken. The person’s care plan had not recently been shared with the person or their representatives so they were not aware whether it was up to date or not. The provider planned to undertake and record more regular reviews. All feedback from people and staff confirmed the management team were available and contactable. They were also responsive to any changes that were needed to people’s support.

People’s care was not always planned and delivered in line with legislation and current evidence-based good practice. For example, a person had been assessed and received advice from specialist health care professionals such as a speech and language therapist (SALT) and dietician. However, there was insufficient information in their care plans about the guidance these professionals offered and what this meant for the person’s safe care and support. For example, what texture of food and drink was suitable. The provider started to address this during the assessment.

The provider worked well across teams and services to support people. This included responding to changing needs, keeping relatives informed of any changes and following the advice of health professionals. Staff communicated effectively with relatives to ensure seamless care. A relative told us, “They are very good at telling us if there are any changes. For example, when I visit the care staff will say, ‘I just need to show you something.’”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported and encouraged people, for example, to do what they were able to do for themselves. This included encouraging people to regain skills if they were recovering from illness. For example, supporting a person to drink independently again after a period of needing physical assistance with this.

People were supported to achieve good outcomes which met their own and their relative’s expectations. Their needs, and any changes to their support, were monitored and responded to by the provider. This was achieved through effective communication with people, families and professionals from other agencies.

People lacked the mental capacity to make some decisions. The provider had not always carried out assessments to ensure decisions were made in their best interests. For example, when people used equipment which restricted their movement. The provider told people about their rights around consent and respected these when delivering care and support. This included people or their representatives signing consent to the initial care plan. People were offered choices taking into consideration their abilities and preferences and were supported to make day to day decisions about their support.