Head Office

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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 service. This key question has been rated outstanding. This meant people’s outcomes were consistently better than expected compared to similar services. People’s feedback described it as exceptional and distinctive.

This service scored 88 (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 always made sure people’s care and treatment was effective by thoroughly assessing and reviewing their health, care, wellbeing and communication needs with them. The service supported people to set their own goals and dreams and support was put in place to enable them to achieve their own positive outcomes. One person was supported to learn to drive, attend college and learn to read and write. Another person was supported to go on holiday abroad for the first time which included applying for a passport and financial planning to develop a savings plan. These examples gave people control over their own lives and gave then the autonomy to live life to the full.

The service always 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. They worked to develop evidence-based good practice and standards. The service was creative in engaging and empowering people in developing their own care plan. They told the provider about what their needs were and how care and support should be delivered to meet their needs. People were involved in reviews of their care and support plans to ensure their needs were met. People set their own personal goals and dreams. This approach positively motivated people and they had positive outcomes. The entire staff team were knowledgeable about best practice guidance and worked with people, developing strategies to improve their well-being.

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. People set their own goals and their care plans clearly identified what support and routines people needed to achieve them. Key information about people and their care and support was detailed in their care plans. Staff knew how people liked to be supported and people did not have to repeat information when they moved between services. Hospital passports were in place so key information was available to clinicians in the event of planned or unplanned admissions to hospital or primary care services.

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 supported to live healthier lives. We saw evidence that a person who lived with diabetes had received support with, and been involved in discussions about, weight management and managing drinking and smoking. Another person was supported to attend GP surgery for regular health checks. Double appointments had been arranged by the management team so there was sufficient time for all checks to be completed. There was positive feedback from a practice nurse about people’s health improvements, “[Person] is much healthier. They weigh the same but their beer belly has gone down 3cm.”

The service monitored all people’s care and treatment to continuously improve it. They ensured outcomes were positive and consistent, and that they fully met both clinical expectations and the expectations of people themselves. People were involved in discussions about planning their own outcomes including their dreams, goals and achievements. One person had been involved in managing their smoking habits. A support routine had been introduced which supported them to manage smoking and to avoid chain smoking. The routine and process were reward-based and linked to positive outcomes. The person’s behaviour linked to cigarettes and smoking was changed and positive outcomes achieved.

The service told people about their rights around consent and respected these when delivering person-centred care and treatment. People's consent about care and support was evidenced in a variety of different ways. People signed a piece of paper or provided a signature in the provider’s electronic information system. Where an individual did not have capacity to consent to their care and support, this was evidenced in mental capacity act (MCA) assessments and best interest meetings. The provider referred people to independent advocate support to enable them to have their voice heard.