Elsie's Help at Home Limited

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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

People received positive outcomes as their care needs were assessed and included in the assessment process. Staff told us they were always introduced to people prior to delivering care. Care plans contained information about people’s nutritional needs. Staff contacted the GP, district nurses and other professionals as needed. People and relatives told us the communication with the service was good. Staff sought people’s consent before providing support.

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.

People’s needs were assessed prior to their care and support commencing with the service. A person told us, “[Registered manager] came and spoke to me and my son.” A relative said, “Yes, I was involved. My [family members] were also involved in their care assessments and reviews.”

Staff told us they were introduced to people by experienced care staff prior to delivering care and support. Staff told us all the information they needed was on the care plan. A staff member said, “The manager assesses the person completely and sets up a care plan and this goes on the app.”

Processes were in place to ensure people’s needs were assessed prior to them receiving a service. Care plans and risk assessments were reviewed regularly.

People and relatives were happy with the care delivery and their support with nutrition. A person told us, “They make a cup of tea. They make it how we like it.” A relative said, “They push hydration.”

Staff told us people’s dietary needs were recorded and people chose what they wanted to eat. A staff member told us, “I prepare food but I do not have to assist them. We have food safety training and people choose what they want and we prepare this.” Another staff member said, “We prepare food for a lot of clients; we make sure we leave fruit and vegetables with this. It is up to them what they want, they decide.”

Care plans provided clear guidance about people’s nutritional needs. The registered manager kept up to date with evidence-based practice through forums and seminars.

People told us they received care from a consistent staff team. A person told us, “Same group at the beginning. It varies now. Happy with the ones we have.” A relative said, “More or less the same staff. Occasionally 1 or 2 different carers.”

Staff told us they had access to all the information they needed and communication from the service was good. A staff member told us, “I think the teamwork is really good, we will call the office and they will communicate to everyone.”

People using the service had contacted the service independently so there was minimal involvement with professionals during the assessment process. However, we had not identified any concerns in relation to other professionals involved with people.

The registered manager told us they worked well with other professionals involved in people’s care. They gave an example of attending when the occupational therapist was in someone’s home so they could communicate all guidance to staff working with the person.

People and relatives told us staff supported them with any health conditions they may have. A relative said, “Yes, they are well looked after. When [family member] is really tired due to their illness, every carer understands and will offer extra help.”

Staff told us they were aware of how to contact other professionals to support people with their health conditions when required. The registered manager told us, “We support people with nutrition and we would promote a balanced diet, we support with hydration, we will do hospital appointments or referrals if asked.”

The service had processes to refer to other professionals if they were concerned about a person’s health. This included the GP, district nurses, social workers or any other professionals required.

People told they received consistent and effective outcomes from staff who knew them well.

The staff knew people well which meant they were aware of changes to people’s health and well-being. The registered manager told us, “We supported a person to transition from a care home to home. We supported them at home and now the person is completely independent.”

The staff team were proactive in sharing information with each other to monitor and improve outcomes for people using the service.

People and relatives told us staff asked for their consent and delivered care in the way they had chosen. A person told us, “Yes, they ask for consent.” A relative said, “They check in as [family member] may not want to do things. They know that sometimes [family member] does not want to see them. They call me and update me.”

Staff had received training in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS). A staff member told us, “I would always ask people and if they said no, I would respect this. I may try and ask again a bit later.” Another staff member said, “You can often tell people’s consent by their mood and body language. If anyone refuses, we will call the office.”

The Mental Capacity Act 2005 (MCA) provides a legal framework for making particular decisions on behalf of people who may lack the mental capacity to do so for themselves. The Act requires that, as far as possible, people make their own decisions and are helped to do so when needed. When they lack mental capacity to take particular decisions, any made on their behalf must be in their best interests and as least restrictive as possible. People can only be deprived of their liberty to receive care and treatment when this is in their best interests and legally authorised under the MCA. When people receive care and treatment in their own homes an application must be made to the Court of Protection for them to authorise people to be deprived of their liberty. We checked whether the service was working within the principles of the MCA. The provider had considered people’s capacity to consent as part of the assessment of their needs.