Offices, Bowbrook House

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.

This is the first assessment for this service. This key question has been rated 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 service made sure people’s care and treatment was effective by assessing and reviewing their needs with them. People were involved in individualised assessments of care including, but not limited to, their health, care, wellbeing, and communication needs, to enable them to receive care that had good outcomes. One person told us they had completed their plan of care with the management team. They were aware of the details in it as they wrote it. Care plans were regularly reviewed or updated if there was a change of circumstance. People’s individual circumstances were identified and assessed. For example, where people were living with a specific medical condition or restriction this was assessed to support them how they wanted and in a way which effectively met their needs.

The service 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. People’s individual care plans included assessments using recognised best practice tools. For example, mobility, diet and nutrition. People told us these assessments accurately recorded their needs and wishes for support. When there was a change in a person’s individual circumstances this was reviewed. One person told us their needs had changed. They were not able to do certain things for themselves which they used to do. They went on to say this had been reviewed by the management team and their care plan changed to reflect this.

The service 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. One person told us they asked the management team to talk with hospital staff on their behalf as they struggled to explain what they needed. They felt reassured by this as their anxiety could sometimes mean they didn’t pass on what they needed to in a way they felt was understood. People consistently told us staff communicated well with them and passed any observed changes efficiently.

The service supported people to manage their health and wellbeing to maximise their independence, choice and control. The service supported people to live healthier lives and where possible, reduce their future needs for care and support. People were encouraged to manage their own health. Staff were vigilant to peoples changing needs and responded to any concerns promptly. One person told us they recently felt unwell. Staff supported them in a way they desired and in the end all it took was a little rest. However, they felt reassured the staff were aware of the changes and kept engaging with them to ensure they were ‘OK’.

The service 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. All those we spoke with told us their care and support was reviewed frequently. These reviews included, but were not limited to, checking with the person about their mobility, medicines and the physical environment. This was to identify if there were any changes. If changes were identified this prompted the management team to reassess their needs together with them, to ensure the care and support plan was accurate and reflected what they needed and agreed to.

People were told about their rights around consent which were respected when delivering person-centred care and treatment. Everyone we spoke with told us they agreed for the care and support they received. Where necessary the provider had procedures in place to engage people with legal authority or responsibility to make decisions within the requirements of the Mental Capacity Act 2005. This included the duty to consult others such as carers, families and/or advocates, where appropriate. When people had delegated authority to make decisions, we saw the management team had systems in place to complete safe checks to ensure the correct process had been followed.