All About Care (South West) 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

Robust systems and processes were in place to ensure people’s consent to care and treatment was sought before care commenced. When people lacked capacity to make decisions appropriate assessments had been completed with best interest decisions to ensure the least restrictive option put in place for person. The provider worked well with other services to ensure care was co-ordinated effectively. Assessments had been completed before the commencement of care which formed the basis of care plans which were regularly reviewed and audited to ensure consistent and improved outcomes for people using the service.

This service scored 62 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Assessing needs during this assessment. The score for this quality statement is based on the previous rating for Effective.

We did not look at Delivering evidence-based care and treatment during this assessment. The score for this quality statement is based on the previous rating for Effective.

The provider told us they worked well with other services to co-ordinate care effectively. We reviewed care records that demonstrated All About Care (South West) Limited worked together with other care providers to support people. By sharing important need to know information and supporting each other to ensure people’s care needs were met.

People told us staff knew how to support them even when changes had been made to their care plan. One relative told us, "If there’s a problem with [loved one's] catheter, the carer would leave a message for the office, who would then contact the district nurse."

We received feedback from healthcare professionals who told us they had no concerns about All About Care (South West) Limited.

Important need to know information about each person using the service was available to visiting healthcare professionals to ensure they were about to provide effective treatment as required. This information formed the basis of the person’s care plans and was available as a transition tool to ensure continuity of care when people were due to move between services.

We did not look at Supporting people to live healthier lives during this assessment. The score for this quality statement is based on the previous rating for Effective.

People told us they were involved in creating care plans to ensure staff knew how to meet their needs. Comments from people included, “my care plan is right. They always ask and the decisions are always with me” and, “The supervisor comes round every couple of months. They listen to my views and add anything they need to, for example they make sure I get the times I need.”

The provider told us they had robust systems and processes in place to regularly review people and the care they require. We were shown systems that demonstrated how the provider organised this through regular spot checks, phone calls and feedback questionnaires to consistently identify and improve the service.

Care plans were regularly reviewed with people and their loved ones, and any changes were communicated as soon as they happened to ensure care plans were up to date and effective. One staff member said, “Care plans are updated every 6 months but in case of an incident the care plans are updated sooner that is there any incident occur like for example infection, falls or hospital discharge.”

People and their relatives told us staff sought consent before commencing care. One relative said, “Yes, [loved one] signed a consent form for their care support when the new management took over.”

Staff understood the importance of seeking consent, one staff member told us, “ I use clear, accessible language to explain the care, risks/benefits, and right to refuse then check for their understanding. I obtain consent for each procedure and do not assume blanket consent. I allow time for the person to consider the information and discuss with family if desired before consenting. I determine mental capacity for consent if in doubt. Using capacity assessments and best-interests decision protocols if needed.

At our last inspection we found consent had not been sought from all people using the service and mental capacity assessments had not been completed for people who lacked capacity, this was a breach of Regulation 11 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. At this inspection we found enough improvements had been made and the provider was no longer in breach of regulation 11. People can only be deprived of their liberty when this is in their best interests and legally authorised under the Mental Capacity Act (MCA). The provider showed us, since the last inspection an audit had been implemented which identified when people had missing items in their care plan. This had been effective, and we found for those who lacked capacity, mental capacity assessments had been completed along with best interest decisions to show the least restrictive option had been decided. We reviewed care plans and found people had been asked to consent to care at the start of the package commencing. Daily records showed staff sought consent before commencing care. We were provided with audits that demonstrated staff had been spoken to when daily records did not reflect this to ensure staff remembered to reflect they had done this.