Vestra Homecare Sunderland

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

This is the first inspection 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. The registered manager and experienced staff undertook comprehensive assessments of people’s health, social, communication and broader needs before they began using the service. People and their relatives were fully included. Staff understood people’s needs and worked with external professionals when needed to ensure people got the right access to care and support. Induction, training and supervision were all well planned, and staff were skilled and knowledgeable. Care records were accurate, up to date and sufficiently detailed. Policies and procedures had regard to good practice and standards. Where we signposted the provider to other areas of best practice to improve records, they were responsive. Staff supported people to maximise their independence. They valued and respected people’s right to choose.

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.

People felt fully involved in how their care package was designed and regularly reviewed. Staff demonstrated a detailed understanding of people’s needs. Care co-ordinators demonstrated sound knowledge of the assessment process and were the face of the organisation in terms of initially agreeing whether the service could meet people’s needs. They were thorough and diligent. One external professional told us, “Staff appear to engage well with service users and families, and I have confidence that coordinators will continue to try and achieve the best outcome for all.” People received a range of ongoing support and opportunities to feedback about their care to ensure they were fully involved.

People received support from staff who understood their roles, and how their responsibilities fitted in with good practice. The service has a good evidence base to act on (and to share with relevant clinicians if needed) because staff kept suitably detailed notes and knew how to enter information into the electronic records system accurately. Staff had received additional training on the importance and practicalities of good record keeping in care. The provider had a range of policies in place informed by good practice. They were committed to supporting staff to have a comprehensive range of skills and experience, from an in-depth induction to ongoing training and supervision support. Staff and leaders were encouraged to learn about new and innovative approaches to care. Staff were supported to progress their careers. The provider thought creatively about best how to deploy staff.

When people moved between services, Vestra worked hard to ensure a continuity of care and to share information for the good of the person using the service. The staff team were well supported by their immediate line managers and the registered manager. One care worker said, “I do believe we have the best office staff. It doesn’t matter who I speak to about a query or a concern I may have, all office staff will go above to help me and keep me informed with the outcome regarding whatever the situation may be.” The registered manager and nominated individual worked as part of the team and staff valued this. People were comfortable with staff. They and relatives agreed that staff were able to recognise and communicate changes in their needs. One external professional told us, “They are one of the most dependable, responsive and flexible providers.” Staff ensured people only needed to tell their story once, as they shared this information so well when needed with others.

People enjoyed aspects of healthy living. They and relatives gave positive feedback about how staff supported them in this area. A number of people told us staff always checked if they needed additional snacks or drinks leaving for them. One person said, “They do all my meals. They know exactly how I like it; I like my toast a bit burnt and they do it like that. If I’m short of bread, they will bring it in with them.” People were supported to enjoy the diet and lifestyle they chose. Staff took the time (and were supported to do so) to understand people’s needs and make sure they were met. Staff felt confident to support people to live healthy lifestyles. The registered manager had recently developed a cookbook with popular menu items and clear instructions for staff, to help them meet people’s preferences. The registered manager was responsive to feedback about ways to make this even more inclusive.

People’s care was regularly monitored to check that it was meeting their needs and to see if any improvements were needed. One relative said, “Yes, and if I have any problems I will ring and have a chat. They also send out a letter and I fill it in and send it back. I have a good relationship with them.” Another said, “I get a call every so often, to ask are we happy or is there any changes we need to make. I believe they have a good system in place.” Staff confirmed they had sufficient time to update records and were clear on the expectation regarding person-centred care notes. Families were also able to monitor their loved ones’ care records remotely, using the provider’s electronic care records system. One relative said, “I live far away, I have access to the records. I can actually read it all, which is fantastic. I can follow up as necessary. I know what has happened and it makes a big difference for long distance caring.”

The registered manager and staff demonstrated a clear understanding of the principles of the Mental Capacity Act 2005 (MCA). The MCA provides a legal framework for making particular decisions on behalf of people who may lack the mental capacity to do so for themselves. Staff had received training regarding the MCA and policies were in line with the principles of the MCA. People were supported to have maximum choice and control over their lives. Staff supported them in the least restrictive way possible and in their best interests. Staff sough consent at each care visit and people and families were involved in decisions about their care.