Care Outlook (Hillingdon)

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 newly 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. People and relatives confirmed they were involved in identifying care needs and how they wanted their support provided. They were also involved in the development and review of the care plan and risk assessments. The care plans provided care workers with detailed information on people’s care needs and how to provide that care to meet the person’s needs and preferences. A person commented, “I have a care plan which yes, I do have a copy of. It's reviewed every year, and I always feel that they include me in all the discussions and then everything gets updated on the plan.”

The provider planned and delivered people’s care and treatment with their involvement, taking into account what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. People comments included, “I don't know exactly what training they get but I do know that new carers are brought round and introduced and everything I've seen from the carers makes me feel that they all know what they're doing” and “I don't know what training they do but I think they have to do an online course when they first start with the agency.”

Care workers completed a range of training courses which included how to support people living with a learning disability and specific training related to medical conditions. Care workers confirmed they completed both general and specific training which they found beneficial with 1 care worker saying, “Training has equipped me with a better knowledge in understanding and giving the service users better support that they need.”

Care plans identified if the person required support with preparing and/or eating meals to ensure their nutritional needs were met. People and relatives confirmed care workers provided support to heat pre prepared meals which the person had chosen. A relative said, “We leave something for them to heat up and [family member] has a choice of what to have. The carers can always make them toast etc.”

The provider worked well across both internal and external teams and services to support people as they ensured there were systems in place for communication with each other and with office and senior staff. Care workers told us they felt supported by senior staff and were able to raise any concerns or questions about the care they were providing. The registered manager explained care workers could assess people’s care plans electronically and were able to review the notes made by other care workers who had visited the person.

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’s needs assessment and care plans included information on any medical conditions the person was living with. People and relatives confirmed that, if required, the care workers provided support with contacting medical professionals. A person commented, “I’ve been poorly several times, and they’ve always come in and asked if I want/need a doctor. They make the call. Or call 111.” Care plans identified if the person required support with their oral health and how the care worker could provide that support.

The provider routinely monitored people’s care and treatment to continuously improve it. People’s care plans and risk assessment were regularly reviewed to ensure they reflected the person’s current support needs. The care plans included planned outcomes for each aspect of the person’s care and support needs as well as risk assessments which were regularly reviewed. Care workers confirmed they would inform senior staff, relatives and relevant healthcare professionals if they identified there had been a change in the support needs of the person they were visiting.

The provider made sure that people were supported to make informed decisions about their care and to consent to the support being provided. When a care plan was developed or reviewed the provider supported the person or their legal representative to provide written consent. If the provider identified that a person could not consent to their care, they undertook mental capacity assessment and consulted with the person’s representatives to ensure care was provided in the person’s best interests. People and relatives confirmed that care workers offered choices, explained how they were going to support the person and got their consent as well as respecting their preferences. A relative said, “It’s routine now but they always ask when the care gets ‘intimate’.”