Azure 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 changed to outstanding. This meant people’s outcomes were consistently better than expected compared to similar services. People’s feedback described it as exceptional and distinctive.

This service scored 88 (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. Initial assessments were thorough and person-centred, capturing medical history, preferences, and social context. A person said, “2 people came out and interviewed me, and saw what all my needs were.” Care plans were regularly reviewed, and people confirmed they were involved in these reviews.

Care and support were delivered in line with best practice. Staff followed detailed care plans and used clinical guidance to support nutrition, hydration, and skin integrity. For example, a person with weight loss received additional lunch visits, resulting in improved food intake and hydration. Staff were trained in dementia care and used tailored approaches, such as the virtual dementia tour, to enhance empathy and effectiveness.

Staff worked together effectively to deliver joined-up care and support. People benefitted from strong communication between carers, office staff, and external professionals. A person told us, “Staff always come at the same time and know exactly what I need. They talk to each other and keep me in the loop.”

Staff adapted their approach for people with communication challenges. For example, a person, who did not use verbal communication, had a personalised communication plan that included gesture interpretation, picture books, and emotional cues. Carers were trained to recognise signs of discomfort and offer meaningful choices. This helped the person feel safe and included in their care.

When a person expressed suicidal thoughts, staff escalated concerns immediately and coordinated with the local authorities’ safeguarding team. A welfare visit was arranged, and the person was supported to join a local social club. This intervention improved their mental health and reduced isolation.

Staff described open communication with district nurses, occupational therapists, and GPs. A carer said, “We call the district nurse if we see any skin changes. They always respond quickly, and we work together to keep the person safe.”

People were supported to live healthier lives through proactive care planning and health promotion. Staff monitored nutrition and hydration closely and acted early to prevent deterioration. For example, a person’s care package was adapted to include a lunch visit after staff noticed reduced food intake. Their fluid intake nearly doubled over three months, and their weight stabilised following these additional visits. People told us staff encouraged them to eat well and stay active. A person said, “They [staff] always ask what I’ve had to eat and make sure I drink enough. I feel better now.”

A person expressed a wish to attend their own health appointments within the local community however; they did not have the required wheelchair to enable this. With the persons’ consent care staff advocated on the persons’ behalf and liaised with the local authority and the correct professionals to ensure the person received the appropriate equipment to enable their social and medical connection whilst increasing their independence.

Staff were trained in pressure ulcer prevention and worked with tissue viability teams to support people with complex skin care needs. This reduced the risk of hospital admission and improved outcomes.

Staff used seasonal health tips and provided personal safety equipment, such as visibility strips and alarms, to promote wellbeing. Staff also supported people to attend medical appointments and access community services.

The provider monitored outcomes effectively and used data to improve care. Care records showed clear evidence of impact, such as increased hydration and improved emotional wellbeing following targeted interventions. A person said, “They noticed I wasn’t eating properly and changed my care. Now I feel stronger and more like myself.”

Staff understood people’s expectations of their care and ensured these were met and exceeded. People’s health, independence and mobility had all improved with support from staff.

Incident logs were analysed to identify patterns and learning. For example, after a fall, the care team reviewed the person’s environment and made a referral to occupational therapy. This led to changes in equipment and reduced future risk.

People’s feedback was used to improve service delivery. A person said, “They changed my lunchtime call so I could eat properly. It’s made a big difference.”

Staff used digital tools to track progress and identify trends. The service was developing an AI-based app to analyse visit data in real time, helping to flag emerging risks and improve continuity of care.

Staff consistently sought consent before providing care. People confirmed that carers asked permission before entering their homes or assisting with personal care. A person said, “Staff always ask permission. I have a key safe, and the girls and the office staff have the number.” Staff had received training on the Mental Capacity Act and understood how to apply it in practice.