Comforting Healthcare

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 requires improvement. At this assessment the rating has changed to 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 service made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. An assessment of people’s needs was completed before care began. The registered manager discussed current care requirements and identified any additional support needed. When needs changed, people were supported to contact relevant professionals. One person told us, “The doctor comes to me at home. If I need anyone, I will let them know.”

The service 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. Staff told us they followed recognised good practice guidance when working with people, including supporting nutritional needs and managing medical conditions.

People and their relatives told us they believed staff demonstrated the skills and knowledge to provide effective care and support. Staff delivered care to people how they wanted to receive it. A relative said, “Yes staff are knowledgeable. If [person] is not happy, they would let them know.”

The service 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 service worked in collaboration with other professionals. All staff involved in people’s care and support knew the most up to date information to enable them to deliver support in line with people’s current needs. The service worked in partnership with people and family members to ensure they had access to professional services and support to maintain their health, well-being and independence. 

The service 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. People told us how staff positively supported them with their wellbeing. A person said, "Yes, they listen to me, they are lovely."

People’s care records included details of their health conditions; however, the quality of these records varied. Some care plans clearly described how conditions, such as autism, affected the individual, while others only listed certain conditions without sufficient context. The registered manager assured us that this would be addressed, and work was already underway to review and update care plans.

Staff told us they supported people to live healthier lives. One staff member explained, “Families provide the food, and we assist with mealtimes; meals are usually prepared for us. Some people tell us what they want. We make sure they have as balanced a diet as possible.”

The service 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.

Care plans outlined the ways staff should assist individuals in maintaining and enhancing their independence. For instance, 1 person told us, “I do a lot myself; I just can’t wash my back and need support in the shower.” Records showed that people with pressure injuries received appropriate support from district nurses to aid healing.

The service did not always tell people about their rights around consent and did not always respect their rights when delivering care and treatment. Generic mental capacity assessments had been completed; however, when concerns arose about a person’s ability to consent, we did not always find evidence of a decision-specific capacity assessment being carried out. Following our feedback, the service acted promptly to address this.

Staff demonstrated an understanding of the importance of obtaining consent before providing care. One staff member explained, “Yes, I assume capacity at all times, ask people before doing anything, and if I have any concerns, I would speak to my manager.”