Your Life (Guildford)

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 inspection, we rated this key question good. At this inspection, 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.

Each person had a baseline assessment when they moved into the retirement community which recorded their medical history, medicines, current healthcare conditions, and any identified care needs. This assessment was expanded and built upon should people require personal care and a personalised care plan developed.

People told us their wishes and preferences had been recorded in their assessments and said they had been involved in the care planning process. Relatives told us they were consulted about their family members’ care on a regular basis and said their views were listened to.

Staff planned and delivered people’s care in collaboration 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 active partners in their care and relatives were involved in any decisions about their family member’s support. Care outcomes were regularly reviewed and updated based on results.

Staff knowledge and practice was kept up to date through regular refresher training. The registered manager and staff worked collaboratively with other professionals to ensure care was co-ordinated and holistic. The provider ensured staff followed best practice guidance, for example in the delegation of nursing tasks, such as catheter care.

The provider worked well across teams and services to support people. They shared information effectively, including when people moved between different services.

People’s care was well planned and coordinated. People told us they were informed in advance which member of staff would be visiting them, which they said was important to them. People told us staff usually arrived on time and they were informed if staff were running late.

Staff said they were given enough information about people’s needs before they provided their care. One member of staff told us, “We get plenty of information on the care plans and on our [digital care planning] app. If there is any additional information we need, [registered manager] is more than happy to give us this.”

Staff said the management team ensured they were informed if people’s needs changed. A member of staff told us, “There is a handover book that has any recent changes that need to be known, as well as having verbal handovers at the beginning of the shifts.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control.

People were supported to manage their health, care and wellbeing needs by staff who understood their needs and preferences. Staff encouraged people to make healthy choices to help promote and maintain their health and wellbeing.

Each person had an 'Emergency care passport' in place which contained information for paramedics and/or hospital staff should the person become unwell. The care passport contained details of the person’s medical history, medicines, allergies, and other healthcare professionals involved in their care.

The provider routinely monitored people’s care and support 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.

Staff were able to report any concerns they had about people’s health or wellbeing using the care management app, which enabled the management team to take any necessary action. The registered manager told us, "I can pick that up almost immediately and see if we need to get any professionals involved or inform the family."

Staff said knowing the people they supported well enabled them to notice any changes in people’s needs. one member of staff told us, “We are observant and know [people using the service] well so we spot behaviour changes and identify needs changing quite quickly.”

The provider told people about their rights around consent and respected these when delivering care and support. People told us staff asked for their consent to care on a day-to-day basis. One person said of staff, “They would never do something without asking me first.”

People received their care in line with the principles of the Mental Capacity Act 2005. The management team understood the procedures to follow should there be any doubt about a person’s capacity to make an informed decision about their care, including carrying out a mental capacity assessment.