Best2 Care Ltd – Gravesend Office

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 requires improvement. At this assessment the rating has changed to 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 and their relatives told us they were involved in initial assessments and discussions about their care. Assessment processes considered people’s holistic needs, including their physical health, mental wellbeing, personal care requirements, communication needs, risks and support to access the community. This helped ensure care and support were tailored to people's individual needs, preferences and circumstances.

The provider worked collaboratively with healthcare and social care professionals to ensure people's needs were accurately assessed and reviewed. Where appropriate, joint assessments were undertaken with external professionals to ensure risks and support needs were fully considered. Staff also made referrals to specialist services, including mental health teams, when additional support or advice was required.

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.

Assessments and care plans were provided in line with current good practice and reflected the principles of Right Care, Right Support and Right Culture. Care was tailored to help people live as independently as possible while receiving the support they needed to remain safe and well. Staff received training relevant to the needs of people using the service and were supported to develop the skills and knowledge required to provide effective care.

People were supported to maintain their nutrition and hydration. Where people required encouragement, prompting or monitoring with eating and drinking, staff provided support in line with their assessed needs. For example, a person told us staff encouraged them to eat and drink when they were reluctant to do so and provided meals and drinks when needed.

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.

The provider participated in multidisciplinary team (MDT) meetings with health and social care professionals to discuss people with complex needs, share relevant information and agree care and treatment plans. Staff also worked in partnership with schools and other services where required. For example, communication care plans were shared to help ensure staff understood people's communication needs and could provide consistent support.

Handovers between staff and teams helped ensure important information about people's needs, risks and preferences was communicated effectively. This collaborative approach supported joined-up care and helped ensure people received consistent support across different services and settings.

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.

People were supported to access healthcare services and attend appointments, including with GPs, Mental Health Teams (MHT), occupational therapists and other professionals when required. A person told us, “I have the MHT, GP and Social Services involved in my care.” Another person said, “If I was ever unwell the girls would ring for an ambulance and the office and stay with me until it arrives. The carers have also attended GP appointments when I have asked for it.”

Care records demonstrated staff worked with healthcare professionals to support people's health needs. For example, a person at risk of pressure damage was supported with input from district nurses, and staff followed guidance to help maintain their skin integrity and reduce the risk of deterioration.

Staff encouraged people to remain as independent as possible and provided support that reflected their individual needs and preferences, helping people maintain choice and control over their daily lives.

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.

Care records showed people's physical health, wellbeing and mental health were regularly reviewed. The provider participated in multidisciplinary team (MDT) meetings where appropriate and worked with external professionals to review people's progress and agree ongoing support.

People told us staff played an important role in supporting their emotional wellbeing as well as their physical health. A person said, “I wouldn’t be here today if I did not have their practical and emotional support.”

The provider regularly reviewed people's care to assess whether outcomes were being achieved and whether support remained appropriate. Relatives told us staff understood what was important to people and worked towards achieving their goals. A relative explained their aim was for their loved one to remain living at home for as long as possible and told us this had been achieved with the support of staff, who had helped them maintain their independence and quality of life.

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

People told us they were supported to make their own choices and remain independent. A person said, “I can make my own decisions; they guide me and encourage me to do what I can for myself.” This demonstrated staff promoted people's independence while providing support when needed.

The provider worked in line with the principles of the Mental Capacity Act 2005 (MCA). Mental capacity assessments had been completed where there were concerns about a person's ability to make specific decisions. Records showed decisions were made in people's best interests when appropriate and involved relevant people and professionals.

Staff received training on the Mental Capacity Act and understood the importance of supporting people to make their own decisions wherever possible. Relatives confirmed they were involved in decisions when appropriate. A relative told us, “I am fully involved in my loved one's care and changes and decisions would come through me. I will speak to the manager as they are aware of the situation.” Care records reflected decisions made about people's care and support. Staff had received MCA training. A staff member said, “We can't force anyone against their well. They have a right to refuse care or even their medication. We provide choice and explain benefits.”