Clarissa's Home Healthcare Services LTD

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

People received care that was based on their assessed individual needs. People told us there were no issues with food and drink and when the service noticed there was no food, the service supported with getting in touch with a food bank. The service worked with professionals to support with people’s care, equipment, nutrition and hydration. The service worked with professionals to support with people’s care and support. The service reviewed it’s policies and procedures. The service had reviewed outcomes and goals for people on the care records. However, the care plan consent forms were not always fully completed and there was inconsistent recording with the care records.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People commented they had a care plan when they first had carers and at the beginning. People told us they had a care plan and “they asked me what I needed.” Relatives told us care plans were actioned with the service and they were involved in the formulation of the care plan with the people. Relatives fed back reviews were done regularly with the manager or when there was a change, such changes were incorporated into the document. Relatives told us, “The manager comes regularly to discuss the care plan, any changes needed and shares the information with the team.”

Staff told us if any changes are identified they recorded it and reported this to the manager. Staff told us “We enhance the effectiveness of individuals' care and treatment by collaboratively assessing and reviewing their health, care, wellbeing, and communication needs” and “by using a range of assessment tools to ensure their needs are reflected and understood.” Leaders told us they “assess all the time” and are “always observing.” Leaders told us if they noticed people were struggling, they would “have a conversation with client, keeping everyone involved.” Leaders said they helped people “to be independent” and involved people in discussions.

The service completed pre assessments with people.

People told us there were no issues with food and drink and when the service noticed there was no food, the service supported with getting in touch with a food bank. They told us “The food situation is fine” and “They do my food for me, they cook it in the microwave and dish it up before they go.” People also told us about the service working together and commented, “Sometimes they call someone to come in if it is their day off to cover me and they always manage my calls, they’ve never missed one.” Although people told us, “They don’t know anything about me when they first come,” people also told us, “I couldn’t improve anything for me. I was worried to start with but now I’m pleased to have them.” In addition to this people told us, “I finally have the same two carers a lot of the time which is of course much better for my care. ” Relatives told us, “They are able to provide highly personal care if/when required.” Relatives commented if the carers noticed any health problems, the carers would inform the relative promptly. Relatives feedback included staff members worked well together as a team and the service, “comes regularly to discuss the care plan, any changes needed and shares the information with the team.” Relatives told us the service provided, “person centred care” and “[Person] is at the centre of care.”

Staff told us they worked with other professionals and followed their guidance. This included guidance from doctors and physiotherapists. Staff told us they report any concerns and share relevant information to “come up with the best care plan.” Leaders told us GPs are always involved and they facilitate the GPs going to people’s home. Leaders told us they monitor nutrition and hydration and support people in making healthy decisions and with healthy food. Leaders told us “Each person is an individual”, “Whatever they can do themselves, we encourage them” and supporting people in “Keeping their independence but knowing where they are going to need help.”

The service worked with professionals to support with people’s care, equipment and nutrition and hydration.

People told us, “I am sure they put out everything for me for the morning so if a new girl comes there isn’t that problem to deal with.” People also told us carers write in a book every day for the relative and “If I need anything the carers phone my son” Relatives also told us when moving between people between services, “The company were very supportive with the transition” and when a person was brought home from the hospital, “I was very impressed with the level of care provided.” Additionally, relatives, told us, “It is very helpful that we can arrange short respite care with the agency.” Relatives also told us by writing up notes on a mobile app, the carers were able to leave a shared track record of their visit for other carers to update on any situation when the carers visited.

Staff told us they share Information with relatives and the next carer or “even calling to explain should there be a handover takeover.” Staff told us they refer to the care plan and would tell the office if a service was needed. Staff told us they were in contact with other services, such as the GP. Leaders told us they tell the carers “We never work on our own” and as different professionals visit people, there is a communication book in people’s homes where information is recorded. Leaders told us if they identify concerns, they refer to professionals such podiatry and district nurses. Leaders told us they “Collect the right people for the need. For example, occupational therapists for hoists, pharmacy for medication, district nurses for pressure sores” and “professionals that need to know get told.”

Partners told us the service is “doing good work” and the manager “is always very pleasant to deal with and leaves me with no reason not to believe that he will ensure any requests are met.” Additionally, partners told us the service was “open and transparent” and “Staffing issues have not been an issue with [person], that I am aware of that they support.”

The service worked with professionals to support with people’s care and support. The service reviewed it’s policies and procedures.

People told us, “I am pleased to have carers, I couldn’t manage without them.” Additionally, people told us, “They make sure I have drinks, they always give me water and when they arrive they make me a hot drink and then another one before they leave.” Relatives told us if the carers noticed any health problems, the carers informed them. Relatives also told us, “They do understand [person] emotional health and will sit and talk about [person] feelings.”

Staff told us about providing person-centred care, supporting independence and “The service gives me the time and resources I need to promote independence and wellbeing of people I support.” Staff told us people are “actively engaged in regularly assessing their health and wellbeing needs when appropriate and necessary” and “let clients to do activities that they can manage on their own and work with them to try and slowly redo the activities that they once could do on their own but had now been affected by their illness.” Leaders told us they support people by encouraging people to go out with carers and being person-centred. Leaders told us they give people choice and people have to make the decision. Leaders told us when they supported people, they “Promote independence so they can do as much as they can” and “Empower them to use the skills they got.”

The service had a quality and quality assurance policy and procedure and approached people for their views on their care and support.

People told us the carers, “They are decent and get on with the job. Now we just have the two it is much better” and “They turn up and do their job. It’s better now I have the 2 regulars.” Relatives told us, “They are good for us, they spot everything and keep a close eye on sores. They are good for us.” Relatives commented the manager was also kept informed of any concerns or problems and ensured that carers were informed of medication changes, appointments or changes wanted for visit times.

Staff told us they read the care plan to see if there have been any changes and when monitoring the care if any changes were required, this was recorded and staff would speak with the manager. Staff told us they have “systems to monitor the care and treatment of clients, along with their outcomes” and “check the progress from when I started giving care to the client to the present moment and analyse whether we are making good progress.” Staff commented on working with people to achieve their goals and asking them what they need. Leaders told us care plans are reviewed and they “Come up with realistic goals and objectives that the clients want to achieve.” Leaders told us goals are reviewed, some people have long term goals, some short term and these can include trying to mobilise on a zimmer frame or going on holiday. Leaders told us they focus on nutrition, hydration, medication, health, what keeps people safe and are people warm. Leaders also told us they observe people, talk to them and feedback to the manager. Leaders commented they record any changes, constantly review with people and involve carers to clarify anything documented on the system.

Outcomes and goals for people had been reviewed on the care records.

People told us, “I lead my care, I decide what I want and do not want and I make sure the carers are aware. They are helpful” and “They always ask me do I want this or do I want that. I feel safe with [carer].” People also told us, “They do what I ask them.” Relatives told us, “Care is given in a private space and no one can see. And they ask for [person] consent first”

Staff spoke about consent and told us, “I understand about consent and the service ensures that the principles of Mental Capacity Act are always followed” and “I would always listen to what the client wants.” Staff told us consent must be asked for everything and “I always explain to clients that I am here to help them and not force care on them therefore they have the right to refuse or oblige.” Staff also told they involved people in their care and delivered person centred care and treatment. Leaders told us they ask for consent before delivering personal care and “before any care offered, we need to gain consent and explain to the client what we are going to do.” Leaders told us they always ask people and they “get agreement before doing anything in the call.” Leaders told us they follow the care plan which is individual to people and they give people choices “so they can make their own decisions.” Leaders also told if people were not happy, they do not go not go ahead and they are “Guided by what the client would like.” Leaders told us they read the notes from the previous carers and they “Ask for permission for everything.” However, the review of the processes identified the consent forms were not always fully nor accurately completed. The service did not have effective oversight or processes in line with their policy.

The service had a consent to care, support and treatment policy and procedure. The care plan consent forms were not always fully completed and there was inconsistent recording with the care records. The service did not have effective oversight or processes in line with their policy.