Pivotal Home Care

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 had good outcomes, and the feedback we received confirmed this.

This service scored 67 (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 did not always make sure people’s care and treatment were effective.

People’s needs were not always appropriately assessed and planned for. We identified shortfalls in how medicines were managed and people’s needs in this area had not been thoroughly assessed. Care records showed people’s needs in other areas were reviewed to ensure information reflected people’s current and changing needs.

Staff said changes in people’s care and support was effectively communicated and plans were updated to reflect any changes. Staff told us, “Yes, it is a really good service to work for. I have worked for other services, and [registered manager] is different. There is more attention to detail. The care plan is detailed. The guidelines in the care plan are very good.”

We did not look at Delivering evidence-based care and treatment during this assessment. The score for this quality statement is based on the previous rating for Effective.

We did not look at How staff, teams and services work together during this assessment. The score for this quality statement is based on the previous rating for Effective.

The provider supported people to manage their health and wellbeing. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Staff said they monitored people’s health and well-being and would report any concerns or changes to senior members of staff. Referrals to appropriate health services were made promptly when people’s needs changed. We saw evidence of this related to changes in mental capacity, mobility, and pressure care.

A visiting professional told us, “I have found the [registered manager] extremely transparent and cooperative. [Registered manager] has been very flexible to meet us when we need to complete any therapy assessments or interventions, and it has been very helpful for [registered manager] to be there with us because it makes the client feel safer to have someone [person] is familiar with there. [Registered manager] has also worked well with our wider services, for example made themselves available to receive deliveries of equipment we have prescribed for a [person] to ensure things are kept running smoothly for the [person] in the absence of his family.”

Where people required assistance with food and drink, guidance was in place including people’s preferences or dietary requirements.

We did not look at Monitoring and improving outcomes during this assessment. The score for this quality statement is based on the previous rating for Effective.

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

Records showed people’s capacity to consent to their care and support were considered and best interest decisions were made involving relevant parties where required. Documentation recorded reviews of capacity and changes made to care packages in response to a decline in people’s capacity.

Records showed and staff confirmed, they had completed Mental Capacity Act 2005 (MCA) training. Staff we spoke with demonstrated their understanding of consent and capacity and told us people’s permission would be sought before carrying out any care and support. Staff told us, “Yes, we have had training. Never presume someone hasn’t got capacity. We support [person] to make their own decisions.”