Care Quality Services Shrewsbury

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.

This is the first assessment for this service after registering with a new provider. This key question has been rated 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.

People’s needs were assessed before they began using the service. This helped to ensure people’s needs and aspirations could be met. Assessments were holistic and considered a wide range of needs, including physical health, mental wellbeing, communication, nutrition, mobility, and social preferences. Information gathered during assessments was used to develop detailed and personalised care plans, which provided clear guidance to staff on how to meet people’s needs effectively. Care plans reflected people’s current needs and were regularly reviewed and updated to ensure they remained accurate and responsive to change.
 

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.

Recognised tools were used to assess risks such as skin integrity, falls, nutrition and hydration, managing complex behaviours and health conditions. Where risks were identified, a plan of care was in place to manage and mitigate risks to people. People’s outcomes were regularly monitored, and care was reviewed to ensure it remained effective. The service worked in partnership with external healthcare professionals, including GPs, nurses, and specialist services, to ensure people received appropriate and timely support. Recommendations from professionals were clearly recorded in care plans and implemented in practice.
 

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’s care plans and individual risk assessment were accessible to care staff. These contained all the information needed to deliver people’s care and support appropriately. Managers shared necessary information with external teams involved in a person’s wider support to help ensure continuity of care was maintained. The provider worked in partnership with people’s families, professionals and other care agencies.
 

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.

Staff supported people to attend medical appointments where required. Staff recorded the outcome of medical appointments in people’s care records and care plans were updated where required to reflect any changes. People’s care records included details about their health conditions and included important information for staff about when to seek medical or emergency treatment. A member of staff said, “If I notice a health concern, I report it to the office and, where appropriate, support the person to access the relevant healthcare professional.” Care staff confirmed care plans contained all the relevant information they needed to care for people effectively.
 

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 and their relatives told us they were involved in planning and reviewing the care and support they received. One person said, “I have a care plan in place, and I’ve been fully involved with it, and I think I get all the care that is detailed in my plan.” A relative told us, “We have a care plan that was constructed when we started using the service a month ago. I feel that all the risk assessments are put in place and anything else required for the care.”
 

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

People told us staff respected their wishes and treated them with respect. One person said, “I think the carers have a nice personality. They are very compassionate and listen to me. They respect me and treat me with dignity. There is no negativity within the service.” The registered manager and care staff understood the importance of consent and assuming people had capacity to make decisions about their care and support under the Mental Capacity Act 2005 (MCA). Staff confirmed they had received training about the requirements of the MCA and demonstrated an understanding of its principles. A member of staff said, “I have had training in the Mental Capacity Act and understand the importance of enabling people to make decisions and to to give them respect. If someone refused me to assist them in line with their care plan, I would stay calm and be patient with them and try to talk with them. If they still refused, I would respect their decision and document it in my report and inform the branch manager.”The registered manager told us they were not supporting anybody who was subject to any restrictive practices or who had a Court of Protection order in place. However, they understood their responsibilities under the MCA. People’s care records contained assessments of their capacity to consent to the care and treatment they received.