All About Care

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.

The registered manager carried out assessments prior to care being delivered. Records showed people’s needs were comprehensively assessed, including their physical health, mental health, personal care, medicines and communication needs. People and their relatives told us they were involved in the assessment process and were provided with information about the service.

Care preferences were considered, including preferred times of visits, how care was to be delivered and, where possible, the gender of staff. People’s care needs were reviewed regularly to ensure care remained appropriate and continued to meet their needs.

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.

The service used a range of assessment tools to inform care planning and ensure people’s needs were identified and appropriately met. Care plans included guidance on people’s nutrition and hydration needs. One relative told us, “Staff encourage my relative to eat and drink. They can feed themselves but sometimes need a little encouragement.” Staff understood the need to monitor intake and reported any concerns to the registered manager, who took appropriate action to ensure people were supported.

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.

One relative told us, “The registered manager liaises with professionals for reviews, and we get involved and discuss what [my relative] needs together.” Staff explained they shared key information at handover to ensure continuity of care and to follow up on any identified needs. When people required hospital admission, staff provided relevant information to healthcare professionals to support safe and appropriate care. The registered manager confirmed they received updates from hospital staff prior to a person’s discharge, helping to ensure care could be safely resumed on their return.

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.

Relatives spoke positively about the support provided. One relative told us, “The registered manager arranges for a podiatrist to see them for their feet.” Where people required support to arrange or attend medical appointments, staff provided appropriate assistance to ensure their health needs were met.

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.

Relatives spoke positively about the support provided. One relative told us, “The registered manager arranges for a podiatrist to see them for their feet.” Where people required support to arrange or attend medical appointments, staff provided appropriate assistance to ensure their health needs were met.

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, with their preferences, including likes, dislikes and dietary choices, taken into account. This supported a personalised approach that reflected what mattered to each person. One person told us, “I’m always involved. They ask me what I want and always get my consent.” A relative also shared, “The carers know what my relative wants, but they always inform them and get their permission first. Sometimes they check with me too.”

Staff had received training in the Mental Capacity Act 2005 and understood the importance of involving people in decisions about their care. Where there were concerns about a person’s capacity, staff knew to involve appropriate individuals. One relative told us, “My relative initially refused care, but staff were very engaging and gentle, and they managed to get her on board.”