ISSAC

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 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 assessed people’s needs to help ensure care and support was appropriate and person-centred.

Assessments were completed electronically using a digital system, which supported accurate recording, timely updates to care plans, and ensured relevant information was accessible to staff delivering care. We noted 1 person’s care plan was not fully up to date, the registered manager told us that this would be addressed immediately.

People and their relatives told us they were involved in assessing their own or their relative’s needs. A person said, “I’m involved in my care plan.” They also confirmed they received copies of care plans and were provided with updated versions when changes were made. A relative told us, “The manager came and assessed her care needs, we wrote a plan and occasionally I ask to make changes.”

Staff delivered care that met people's needs and followed evidence-based practice. Care was provided in line with people's preferences, assessed needs and daily routines. One relative told us, “They deliver a good standard of care.”

Staff supported people to maintain their health and wellbeing and worked in line with guidance from health and social care professionals where this was required.

People's nutritional needs were met, and staff supported people to make choices about their meals and drinks. People and relatives were positive about the care provided and felt staff had the knowledge and skills required to meet their needs. A person told us, “The girls are excellent, the service is very good.”

Staff, teams and external professionals worked collaboratively to ensure people received safe, coordinated and effective care.

People and their relatives told us staff supported them to contact health and social care professionals when needed. One relative told us, “They would contact the GP if she was not well.” Feedback from a health and social professional was also positive, they told us, “From my experience, communication between ISSAC staff and external professionals has been consistent and appropriate. I have not had any concerns raised regarding the care being provided.”

Staff used an electronic care management system to record care delivery, daily notes and observations in real time. This enabled consistent communication across the staff team and ensured important information, such as changes in health, risks or actions required, was shared promptly.

The provider supported people to manage their health and wellbeing to maximise theirindependence, choice and control. Staff supported people to live healthier lives and wherepossible, reduce their future needs for care and support.

Staff worked collaboratively with health and social care professionals to ensure people received timely assessments, reviews and treatment. The service supported people’s wider wellbeing. People were encouraged to maintain routines, interests and beliefs that were important to them. Staff recognised for some people, social interaction and meaningful conversation were key to maintaining wellbeing. A staff member told us, “We just chat and listen, listening is important so people feel heard.”

Staff supported people to access the community in line with their care plan, which enabled them to maintain independence and take part in activities such as shopping.

Staff reviewed the care people received to support ongoing improvement and to help ensure outcomes remained positive and consistent.

Systems were in place to monitor care delivery and identify any changes in people’s needs, enabling staff to respond promptly. A family member told us staff communicated any concerns about their relative’s wellbeing without delay, including early signs of changes in their condition, so appropriate action could be taken in a timely way.

Professionals spoke positively about the service. One told us, “Interactions have always been professional and focused on achieving positive outcomes for the individuals supported.”People and their relatives also gave positive feedback about the care provided and the outcomes achieved. A relative told us, “I’m happy, me relative’s happy - we never have a bad day.”

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

Care plans contained information about consent, people’s preferences and their individual communication needs. This supported staff to understand how to seek and confirm consent during day-to-day interactions and ensured people were involved in decisions about their care.