Acerta24

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

At the point of referral to Acerta 24, the registered manager requested from commissioners a detailed report on the needs of the person referred to this service provider. Prior to people receiving a service the registered manager met with the person and their relatives to assess their needs and identify the level of support they required. Exactly how the support could best be provided was discussed with people and their relatives. After this, care plans were drawn up and agreed with people. Needs and risks were built into people’s care plans. Reviews were held regularly at least every 6 months or earlier if people’s needs changed. We noted on the people’s files we inspected that consent forms had been signed and agreed by people and their relatives.

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 and their relatives were aware of their care plans and said they had contributed to them. They told us reviews of care plans included their input and was regular. They said daily notes were completed to aid effective handover between staff. People’s relatives commented, “My [family member] has a rota of 2 carers who leave handover notes for each other and complete daily notes”, “They are very reliable. Carers leave notes for each other but I don’t look at them. There is a care plan in the file which we were able to contribute too”.

The registered manager told us before people were offered a service, an initial assessment was undertaken by senior staff. This assessment involved looking at any risks faced by the person or by the staff supporting them. Person centred risk assessments together with strategies to manage identified risks helped to minimise mobility issues and falls, self-harm, security at home and possible behaviours that may challenge staff. These plans helped to ensure people and staff were safe from harm wherever possible. Staff told us they always read people’s risk assessments and care plans because this helped them provide the best, safe and effective support for people.

There were appropriate policies and procedures to do with risk assessments and care planning in place for staff to follow and which staff were aware of.

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.

People’s relatives told us information was provided for them about their rights around consent and that they received person centred care. They said they were included and contributed to the care planning process so as to ensure care plans were person centred. They also said they contributed to the review process which was regular or as their family member’s needs changed.

Staff told us they asked people for their consent formally [as with the completed consent forms seen on people’s files] but also on each occasion they provided personal care. Comments included, “We always ask people if they are ok with the care support we are about to offer them. If people say they are not, then we don’t do what ever it is they have said they didn’t want done. We ask the relatives afterwards and report to our managers.”