Hall Road

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 inspection 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 others involved in their care, were actively involved in assessments and reviews of their care and support needs. Staff had easy access to people’s care records to help them deliver the care and support people needed. A staff member told us, “We use the care plans and follow plans because they guide us in our day to day work and the support we should provide. The plans tell us what to do and what not to do. It gives us broad knowledge of people and the care plans are instantly available (via electronic care records system).” Systems were in place to ensure managers assessed, monitored and reviewed people’s care records at regular intervals to make sure these remained up to date with information about people’s current needs.

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. Care and support planned for people was individualised, took account of their choices and preferences and specific to their needs. Staff were supported through training and supervision to deliver care and support to people in line with legislation, good practice and standards. Systems were in place to ensure managers assessed, monitored and reviewed people’s needs at regular intervals which helped them make sure care and support was planned and delivered in line with people’s individual preferences.

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. People were supported by staff that worked well together and with other services. This helped to ensure a joined up, consistent approach to delivering safe and effective care to people in line with their individual needs. A staff member told us, “The other day we went to the garden centre with [person using the service] and they became agitated and having another (staff member) there was so good as we worked together to reduce their agitation and calm them. We do this really well as a team to reduce people’s anxiety.” The registered manager said, “We work with a range of healthcare professionals. The relationship with the GP is very good and proactive. The pharmacist is awesome. We also have a nutritionist come on site as well as a physiotherapist. The healthcare professionals will have a chat with us before they see people, so they are aware of any changes or new risks they need to be aware of.” A healthcare professional, who supported a person using the service, told us, “They work so well with me to support the person, and I have seen a lot of positive changes with them now.” Systems were in place to make sure information was shared in a timely way by everyone involved in people’s care. This helped to ensure care and support was planned for people that met their individual needs and preferences, safely and effectively.

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 by staff to stay healthy and well in line with their needs and wishes. A relative told us how they had worked together with staff recently to improve their family member’s diet which had resulted in positive outcomes for their overall health. A staff member said, “There is good focus on nutrition and mealtimes here, so people get a balanced diet. We also support people to do a lot of physical activity. We follow the nutritionist advice as well.” Staff knew how to identify when people were unwell or in pain and the support they required in these instances. Information about people’s healthcare needs was assessed and reviewed at regular intervals. This meant staff had up to date information about people’s needs to help them support people to live healthier 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. People experienced positive outcomes from the care and support provided by staff. A relative told us, “When COVID-19 happened it hit people hard. [Family member] didn’t want to leave the home. So it’s good to see them trying new things to encourage people to get out and about. [Family member] goes out to coffee mornings now and socialises with others. They (staff) are not afraid to try new things which is good.” A healthcare professional, who supported a person using the service, told us staff consistently followed their advice and recommendations, and this had led to the person no longer requiring a regular invasive procedure and improvements to their physical mobility. They said, “[Person using the service] is like a different person now. I am very impressed with (staff) and they value feedback to support people. They never say no and always willing to try something new.” Systems were in place to monitor and review the care and support provided to people to ensure this remained effective and supporting people to achieve their care goals.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. The provider had made improvements since our last inspection and no longer in breach of regulations. The provider was now working within the principles of the Mental Capacity Act 2005 (MCA). Systems were in place to ensure mental capacity assessments had been completed with people and others involved in their care. Where people could not make decisions and consent to their care, robust processes were now in place to make sure any decisions would be made in their best interests, involving all the relevant persons. Appropriate legal authorisations were in place to deprive people of their liberty where this was deemed necessary to ensure their safety. Staff understood people’s capacity to make decisions about their care and support using people’s preferred method of communication. Staff used this knowledge to seek consent before they provided any care and support. A staff member told us, “I greet people and ask how people are and I watch for their responses. I ask people if they are ready for care and support and watch for their response to indicate if they want this.”