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• 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.

Assessments of people’s needs had been carried out prior to people using the service. These involved the person and, where appropriate, their relatives and healthcare professionals. This ensured the service was able to meet people’s needs and preferences. A relative told us, “I was involved in planning [name] care, and I have their care plan.

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.

Staff delivered care in line with recognised good practice and up to date guidance. Care plans reflected people’s assessed needs and included information based on clinical recommendations. Staff received regular training to make sure they were kept updated with best practice guidance. The registered manager regularly audited care plan records, to identify concerns or shortfalls.

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.

Leaders and staff worked together to meet people’s needs. The provider had systems in place for effective communication to ensure everyone was up to date with any changes and to ensure essential updates were handed over between the staff team. Staff told us they felt supported by colleagues and described good teamwork across the service. A staff member told us, “If there are changes to someone’s needs, information is documented in their notes and put in the communication book of each person’s apartment and highlighted to read. There is also a handover that staff members attend.” This approach helped ensure care was consistent and well organised.

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.

People were supported by staff to manage their health and wellbeing, while also promoting and maintaining their independence wherever possible. People and their relatives told us they were involved in regular reviews of health and wellbeing needs, ensuring care remained appropriate and responsive to any changes.

Care records contained information about people’s dietary support and guidance and how staff should support them.

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 service monitored people’s progress and used this information to improve care. Staff recorded changes in people’s health and wellbeing and shared this during handovers and meetings. Care plans were updated when needs changed and staff worked with external professionals to support positive outcomes. Records showed regular checks and audits were carried out with learning from these used to develop practice. These systems helped ensure people received effective care that met their needs.

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

People received 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 requesting that a mental capacity assessment is carried out.

Staff completed Mental Capacity Act (MCA) training. They understood the importance of gaining people’s consent on a day-to-day basis, and that consent could be provided in a variety of ways. One staff member told us, “I have had training in Mental Capacity. I always ask people what they want and ask permission before I provide care.”