Blue Ribbon Community Care (Tyne and Wear)

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 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.

People’s needs were thoroughly assessed and regularly reviewed, considering physical and communication requirements, as well as protected characteristics under the Equality Act 2010. Assessments involved individuals and their families when appropriate, considered preferences, environmental factors, and risks. Care plan reviews included feedback from people and family members, which was recorded and addressed. Feedback from family members confirmed they have consistently felt included and informed during all assessment processes.

After the initial review, each person received a follow-up call one week later, then quarterly reviews or sooner if changes occurred. Staff maintained clear, thorough records to support ongoing care assessments. Actions in response to changes were documented, with oversight from managers. The registered manager regularly checked records to ensure they met all requirements and addressed individuals' needs.

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 fully understood the needs and circumstances of those they cared for. Information was available to staff in relation to people's nutrition and hydration needs and support required to meet oral care needs where required.

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.

Effective communication was supported through team meetings, newsletters, training and supervision and comprehensive record keeping. Staff had access to managers and frequently contacted them with updates and changes.

Teamwork was a significant strength. Staff communicated openly, supported one another, and shared concerns promptly to plan ahead. One staff member said, “The staff work really well together and we address concerns comfortably. It's a supportive workplace where everyone helps one another.”

Each person had a ‘hospital passport’. This document contained essential information about people’s needs including communication needs. Records assessed showed these contained detailed information about people’s required support, preferences, communication, prescribed medicines and key contacts.

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 actively encouraged healthy routines, independence, and meaningful activities. People were supported to exercise, try new foods, and maintain habits benefiting physical and mental health. A staff member told us, “By getting to know the people youcare for you are able to give mental and emotional support. [person] loves music and singing and mentioned a particular singer, I played his music on my mobile and we sang along together.”

Staff and leaders collaborated with healthcare professionals. Communication between healthcare professionals and the service were clearly documented and care plans were updated when people's health needs changed.

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.

There was a strong focus on continuity of care, with the same staff members allocated to people wherever possible. Depending on the size and complexity of the care package, 3 to 4 staff members were typically assigned to support a person receiving care. In many instances, these teams had collaborated over several years, resulting in positive outcomes for individuals receiving daily care.

Staff regularly monitored and reviewed care to address changing needs. The provider supported people in achieving communication, social, and physical goals, enabling community engagement. Feedback was used to enhance services and outcomes.

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

People's care plans guided staff to ask for consent before providing support. People told us staff asked for consent consistently. Staff understood the importance of asking for consent and recorded people’s consent clearly in their daily notes. A staff member told us, “When giving assistance for personal care (toilet and shower/bodywash), I respect their dignity by keeping them covered as much as possible and asking for consent when giving assistance.”

The provider had a policy and employee handbook about consent. Staff had training and understood their responsibilities to obtain consent. Records showed staff regularly asked for the opinions and preferences of those they supported, understood how individuals communicated consent or refusal, and prioritised their involvement in care decisions.