Chesterfield Home Care Ltd Also known as Home Instead

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’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 79 (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 confirmed they were involved in regular reviews of their care and support. They were able to access their care plans using the provider’s electronic care planning app. One person told us, “Regular reviews every year to see if I need some more assistance. The carer checks their phones to see if there are any changes made.”

Staff demonstrated an understanding of the importance of keeping care plans current and responsive to people's needs. One staff member told us, “In instances of change in the clients' care, the office is quick to complete a new assessment and provide updated information.”

As people and staff had access to the electronic care planning app, updates to care plans and risk assessments could be shared promptly.

Quality assurance measures, including care staff recording completed tasks and observations through the app, provided additional assurance that people's needs were being met and that changes could be identified and responded to in a timely way.

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.

Where required, people were supported to maintain adequate nutrition and hydration, and feedback confirmed staff understood and responded to their individual dietary needs and preferences. People told us staff involved them in meal preparation and respected their choices, helping to promote independence and control over their daily lives. One person said, “I sit in the kitchen, and we work together preparing our meals. Regular carers now know what food I can or cannot have in my dishes; they will check with me if they are not certain.” And, “[Staff] always make me a coffee before they leave and fill up my water jug and remind me to keep having a drink.”

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.

Staff worked together proactively to resolve issues and meet people's wider needs. Communication across the service was well organised and supported by an electronic message system. All incoming calls, actions and important information were recorded within a live electronic, 'message book'. Tasks could be assigned to relevant staff members and were accessible to the wider management and office team. This ensured accountability, effective oversight and timely follow-up of actions.

A professional who worked with the service told us, “Communication is effective, timely, and professional. Information is shared appropriately, and staff respond well to queries and requests.”

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. For example, a nail care service provided by the service reduced risks of infection and discomfort associated with poor nail care, and supported mobility.

Staff were observant and proactive in identifying potential health concerns and ensuring people received timely medical attention. Electronic care records enabled staff to record observations and concerns in real time, allowing information to be escalated promptly. People and their relatives spoke positively about staff responsiveness when concerns arose. One relative told us, “The office will call me if there are any issues and contact the doctor. Very responsive. Carers reported melanoma on [person’s] skin. I can look at their app and read what the carer has noted at each visit.” Another person shared, “They were helping me wash and noticed some blisters on my legs and arranged for the doctor to call.”

Leaders further promoted good health outcomes through regular observations of staff practice. These included monitoring how effectively staff recognised and responded to indicators of pain, distress or discomfort. This helped to ensure staff maintained the skills and knowledge required to support people's ongoing health and wellbeing.

The provider monitored all people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they fully met both clinical expectations and the expectations of people themselves.

Effective systems were in place to monitor people’s outcomes. The provider demonstrated an innovative approach through the use of artificial intelligence to review daily records in real time. The system proactively identified inconsistencies, emerging risks and changes in people’s needs using a red, amber and green rating, while also producing summaries and analysis of patterns and trends. This enabled staff to respond promptly to concerns and take preventative action before issues escalated. For example, the system highlighted a change in one person’s emotional wellbeing and identified concerns relating to another person’s catheter care. This was reflected in feedback from relatives, such as, “After one review they spoke to the district nurse to visit to check [person’s] catheter.” This demonstrated the provider’s commitment to using innovative technology to enhance oversight and ensure people received care that consistently promoted positive outcomes.

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

Consent was sought prior to delivering care and treatment. Records showed the principles of the Mental Capacity Act (2005) were followed where people lacked capacity to make decisions around their care and support. Systems were in place to monitor mental capacity assessments, ensuring these were in place where required and compliant with legislation. People confirmed, “[Staff] always check with me what help I want, it's all about my choice.”