Optimam Complex Care

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• 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 registered 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 provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

Detailed assessments were completed before children started to receive a service One relative told us, “The process was thorough. It is a very long assessment, and we all agreed on a care plan.” Another relative told us, “There are monthly reviews.”

Care and support needs were consistently reviewed. We saw that care plans were detailed, personalised and up to date. Recognised tools and assessment methods were used to assess levels of risk in relation to aspects of children’s health, safety and wellbeing.

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.

Relatives told us how information from health services, their preferences for care and the support needs of the child were all considered when planning and delivering care.

Care plans included information about how to ensure children received the right care and treatment, in line with their likes, dislikes and what was important to them.

The provider had a suite of policies and guidance which they ensured were kept up to date and shared with staff.

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 service co-ordinated care well with partner agencies and amongst its staff team members. One relative told us, “There is a full handover between the staff at the end of each shift. They have a schedule to follow as soon as they arrive.” Another relative told us, “The team work at home is excellent.”

We saw advice, guidance and direction from all partners was included in the records we reviewed.

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.

Children’s health needs were assessed and planned for, where needed. Relatives told us staff supported children, and their families, well. One relative told us, “We can ask the carer for advice. They are very good and engaging.” Another relative told us, “They (staff) are very good and ‘on top of’ all of [relative’s] health needs. They collaborate with us.” A third relative told us. “They (staff) encourage [relative] to everything by [themselves].”

Staff knew how to monitor and respond to any changes in health and escalated to health services when needed.

Regular meetings and handovers enabled staff to share information and maintain effective oversight of children’s health and wellbeing.

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.

Plans of care and support were routinely reviewed and updated with any changes. One relative told us, “My [relative] had a [surgical intervention]. The carers have been amazing. They are vigilant with [care and support needs].”

Expected outcomes of the care and support provided were clearly recorded and understood by staff. Outcomes planned for included improved management of health conditions, increased use of communication aids independently and education goals.

There were systems to enable an overview of clinical needs and risks for children, with changes made as and when identified as needed.

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

At the time of our assessment, the service was exclusively providing a service to children. We saw all records were completed with the agreement and involvement of parents and/or guardians who held the legal powers to make decisions on behalf of the children.

Relatives spoke positively about staff engaging with children during the delivery of care and treatment. One relative told us, “They (staff) talk to [relative], telling her what they’re doing in terms of [care].” Another relative told us, “They (staff) always ask [relative]. There is a very good relationship.”