St Anne's Community Services - Norfolk Road

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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’s health, care, wellbeing and communication needs were assessed with them. This maximised the effectiveness of people’s care and support. Detailed, person-centred support plans were in place to guide staff on how to support people effectively.

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.

Staff had a detailed knowledge of people’s support needs, likes, dislikes and preferences. They were able to tell us what was important to and for the person. Staff confirmed they were involved in regular reviews of people’s care and support. One staff member said, “We have conversation records, so if someone has expressed an interest in something new, that information can feed into care plans.”

Detailed person-centred assessments and care records were in place. Support plans were reviewed annually in detail, but also checked monthly with the person (where they chose to be involved), their keyworker and family. This ensured staff had accurate information on how to support people. Risks were clearly identified and well managed. There was a positive proactive approach to risk management and mitigation.

People and their relatives were fully involved in decisions about their care. Relatives told us staff understood people’s needs and kept them updated about any concerns or changes. One relative told us, “Staff are good at understanding [Name]’s needs. They’ve got to know them.”

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.

We did not look at How staff, teams and services work together during this assessment. The score for this quality statement is based on the previous rating for Effective.

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.

We did not look at Monitoring and improving outcomes during this assessment. The score for this quality statement is based on the previous rating for Effective.

Records showed staff sought people’s consent to their care and involved them and their relatives, where relevant, in decisions about their care and support. This included decisions made in people’s best interests, where appropriate, in line with the Mental Capacity Act. External advocacy services were also used when independent support was needed to help people express their views or make decisions.

People confirmed staff listened to them and respected their wishes. We observed staff seeking people’s consent and involving them in decisions. A relative told us, “The staff know [Name] and listen to them.”

Staff were able to tell us how they sought people’s consent. This included providing individual examples to show how they knew when people who used limited verbal communication were consenting to the care they offered. Staff demonstrated they valued people’s views and opinions.