Passion Home Care 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.

Detailed assessments had been completed when people had been referred to the service. These helped determine if the service could meet people’s needs and provided the information needed to commence completion of people’s care plans and risk assessments.

People and relatives played a key role in this process. One person told us, “When I initially agreed to having care, someone came to the house, and we had a good chat. I was able to participate and add my contribution; we discussed my needs and timings of calls.”

Where necessary external professionals and therapists formed part of the assessment process. This ensured people’s wider health and wellbeing needs were captured and helped ensure continuity in care.

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 involved in planning their care and support. Care plans we viewed reflected people’s choices and preferences, as disclosed during assessment.

People received support with nutrition and hydration in line with their assessed needs and wishes. Where required, food and fluid charts had been used to monitor people’s intake. This information was also documented in people’s care notes.

Where people required a modified diet, such as softer or pureed food and thickened drinks, clear guidance for staff was contained in people’s care records. This included any advice from professionals such as Speech and Language Therapists (SaLT).

Care records contained a specific ‘my nutrition’ page. This contained information about people’s nutritional needs, what care and support was required with nutrition, people’s desired outcomes, for example, to enjoy a healthy balanced diet or stay hydrated, and how people wanted staff to help them achieve these desired outcomes.

A staff member told us, “I am fully aware of people’s specific dietary and hydration needs, including those recommended by SaLT such as modified food textures and thickened fluids, as well as diets for diabetes, allergies, cultural preferences and other health conditions. All requirements are clearly documented in each care plan and risk assessment.”

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.

People, relatives and professionals who worked with the service were all complimentary about how well the service worked and involved them. A relative told us, “Passion Homecare are working together with the district nurse, social workers and GP to give the best support possible for my loved one.” Whilst a medical professional stated, “Communication with our organisation is generally good with staff promptly updating us with any issues regarding patients care.”

The provider ensured good team work was maintained through effective communication. The provider used a secure messaging system, to provide information and updates to staff on a daily basis, rather than wait for a formal team meeting process.

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 explained the support people wanted to help them stay well and access healthcare, as and when necessary. Where people had specific medical conditions, detailed information was in place to explain to staff how this affected the person and how best to support them.

When people appeared unwell, or were not taking care of themselves, care staff had escalated concerns to the person’s GP and when necessary, supported them to attend medical appointments, even though this was not a commissioned task.

We asked care staff about how they supported people to live healthier lives. One staff member told us, “During visits, I start by asking simple wellbeing questions such as how they are feeling, if they have slept well, and whether they are ready for their personal care. I support a person who does not drink enough water. I regularly remind and encourage them to increase their fluid intake to stay hydrated and maintain good health.”

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.

The provider completed care reviews with people, to ensure they were happy with the support provided and any agreed goals and outcomes had been achieved. Where people had raised any concerns, in person meetings had taken place to discuss resolutions and confirm people were satisfied with these.

Staff understood the importance of monitoring outcomes and improving people’s quality of life. One staff member told us, “I understand clinical outcomes especially for people who are at risk of malnutrition or dehydration.I accurately record intake when required. Also, I observe for signs such as poor appetite,weight loss,dark urine, dry mouthand report concerns promptly.” Another stated, “Accurate monitoring and identification of early signs ensures timely intervention and prevents complications. When a person is identified as being at risk, I follow their care plan and risk assessment closely and report any concerns such as reduced appetite, or signs of dehydration like confusion or lethargy.”

A professional involved with the service told us, “We work together with Passion Health Care to ensure people are holistically cared for, and I feel this has contributed positively to people’s outcomes.”

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

People’s care records contained signed consent forms, which covered their involvement in care planning and risk assessment process, agreement for staff to support with or administer medication, agreement for staff to provide care and support in line with people’s care plan and for people’s personal data to be processed and shared with professionals when necessary.

The provider has a Service User Charter of Rights, which listed people’s rights and what they could expect from the service, which included the right to be involved in and make decisions about their care. This document was supported by the Service User Consent policy, which detailed how the provider would ensure people’s consent was sought and where they lacked capacity, any decisions made would follow the best interest process. Evidence provided showed this policy was adhered to consistently.

We checked staff’s understanding of capacity and decision making. One staff member told us, “Capacity means a person can understand, retain, weigh up information, and communicate their decision. I always assume a person has capacity unless there is evidence otherwise. I understand that capacity can vary and should be assessed for each specific decision. If a person lacks capacity, I still involve them as much as possible by communicating in a way they understand, observing their responses, and respecting their likes, dislikes, and preferences. I also follow any best interest decisions recorded in the care plan and work with family members or other professionals where appropriate.”