Kaplan Care

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

We found that the service is now Good in relation to the Effective domain. People’s needs were assessed and planned for. Staff worked closely with people, their relatives and health professionals to ensure care and support delivered met their needs. However, consent was not always documented and reviewed regularly. The provider told us they were in the process of reviewing people’s care plans.

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 when they started using the service. People and their relatives told us that they were involved in assessing their loved one's needs when they started using the service. They told us they updated the provider if there were changes in their loved one’s needs.

Staff worked with people, their families and other professionals involved to assess people’s needs and to meet their needs. Staff told us they followed people’s care plans. Staff we spoke to could tell us what people needed during each visit. They told us how they supported people to ensure their needs were met.

The provider told us they met with people to discuss their needs before they accepted any care package. They liaised with other professionals to ensure they had up to date information about people’s needs. Care records showed areas people need support such as medical and physical health, personal care, preparing meals, shopping, continence, communication. Care plans detailed how staff needed to support people to meet their needs. The provider told us they were currently working with people and their relatives to ensure people's needs were reviewed and updated.

People told us staff supported them with their needs including their nutritional and hydration needs. However, one relative commented that staff did not always encourage and support their loved one to have a variety of food choices. They told us staff offered their loved one the same food every day.

Staff supported people who required support with preparing their meals and meeting their nutritional needs. Staff told us if they had concerns about people's nutritional needs, they informed people's relatives or GP and they raised it with the provider. Staff told us if people had special dietary or nutritional requirements, they supported them with this. The provider told us staff had access to a range of training to help them update their knowledge and keep up to date with changes in legislation.

Staff supported people who required support with preparing their meals and meeting their nutritional needs. People’s nutritional needs were assessed, and care plans provided the information staff needed to support people.

People's relatives told us they shared information with staff to enable them to meet people's needs. The continuing care team was involved for one person. The person's relative told us they had a review coming up with the continuing care team and they had invited the provider to attend.

Staff told us they communicated with people, their relatives and other healthcare services involved in people’s care. They told us they shared information with each other and gave handovers if they had important information to share that required follow up.

We contacted health and social care professionals involved in people’s care for feedback but did not receive any feedback.

Care records contained contact details of those involved in people's care. Care records also contained information about people's needs. Staff maintained records of the day to day care they had delivered in people’s daily care logs to provide information to relevant others to follow up when required.

People and their relatives told us they worked with staff to promote people's health and well-being. One relative told us staff had followed the recommendations from the person’s GP on how to maintain their well-being.

Staff told us if they had concerns about a person's health, they would speak to the person or their relatives where appropriate. If the person required support to contact a doctor, they would contact the doctor for them. Staff gave us an example; they told us they had discussed with a person’s relative their concern about the person’s health situation, and they had worked together to get the GP involved. The GP prescribed a medicine to help with this condition. They also looked at ways to reduce the risk of the condition recurring.

Care plans contained information about healthcare needs including details of professionals involved in people’s care and treatment so staff knew who to contact if they had concerns about people.

Staff supported people to achieve positive outcomes. People told us staff supported them to continue to live in their home and maintain their well-being and do the things they could for themselves as much as possible. They told us staff communicated with them and followed the care plan in place to improve and maintain their loved one’s quality of life.

Staff understood people’s health needs and supported people to improve their quality of life. They told us how they supported one person to improve their health and reduce a risk. Staff told us they encouraged people to drink enough fluid to reduce the risk of dehydration.

Care records stated people's health conditions and included details of professionals involved in managing people’s health.

People and their relatives told us their views and wishes were taken into account when care was planned. People and their relatives where needed were involved in planning their care. They told us staff asked for their choice before care was delivered and staff respected their views and decisions. For example, a person had asked staff to put up their bedrails before leaving them in bed and staff respected this decision.

Staff knew people’s right to consent to their care. Staff told us they promoted people’s rights and decisions around their care and always asked them for their consent before delivering care. One staff member commented, “I respect people’s decisions. They have a right, and they can decline care anytime and I will not force them. I will encourage them and try again. If I have concerns about their decision, I will involve their relatives.” Staff confirmed they have had training in the Mental Capacity Act.

Care plans reminded staff to seek people’s consent before delivering care. Care plans stated people’s capacity or ability to consent to their care; and those who supported them to make decisions where appropriate. We found that detailed records had not always been maintained about people’s decisions. One person’s care plan stated, ‘staff to put up bedrail when in bed.’ The person and their relative told us they asked staff to put up the bed rail. There was no record or evidence that a best interest decision meeting was undertaken. There was no consent form completed for this decision.