Home Also known as Head Office

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 71 (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 did not always make sure people’s care and treatment were effective because they did not always check and discuss people’s health, care, wellbeing and communication needs with them.

Care plans were in place for people. These were drawn up with the involvement of people and their relatives where appropriate. They covered areas including mobility, communication, oral health, culture and religion. The registered manager told us care plans were reviewed annually, unless there was a change of need that prompted an early review of the care plan.

People told us their care plans were reviewed and that they were involved in the process. person said, “Yes, my care plan is always changing and being reviewed with me involved.” A relative told us, “My relative’s care plan is updated regularly and I am included.”

However, we found that daily records of people were not always of sufficiently detailed standard. For example, on occasion there was no detailed description of the support provided by the staff. Staff wrote things such as, “All Okay, what I can see.” and “All okay.” We also found an instance of a care plan relating to a person’s finances which did not include all required information. We raised these issues with the registered manager who gave assurances they would address them.

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 provider was able to provide evidence-based care and treatment. Policies were in line with national good practice and care was given in a person-centred way, in line with the person’s wishes, and people were involved in their assessment of need. Care plans included information about what mattered to them, including their likes and 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 with the local authority and other services to ensure people’s needs were met and that they were able to move between services in a smooth way. The initial assessment of people’s needs and subsequent care plans included input from the commissioning local authority. Information was shared with the staff team at the service to ensure all staff were aware of the person’s assessed needs and people themselves were involved in the assessment 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.

The provider was working with other agencies to meet people’s healthcare needs, for example, with occupational therapists. Where required, they supported people to access healthcare professionals and make appointments.

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.

People’s care and support was monitored to help improve outcomes for people. This included electronic monitoring, such as medication administration records.

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

People were able to consent to their care as much as possible. The provider caried out mental capacity assessments with people and where they lacked the capacity to make decisions, family members were involved with this. People had signed consent forms to agree to receiving care in line with their care plan. However, a person’s care plan, who was assessed to have mental capacity, was signed by the person’s representative rather than themselves.

People told us they were able to consent to the care they received. A relative said, “There is such compassion and understanding of my [relative’s] situation and the staff always ask if it is ok to proceed.” A person told us, “The staff that support me always check first. They always have done.”