Care Promise Limited

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 assessed a limited number of quality statements in the effective key question and found some areas of good practice and some areas that required improvement. The scores based on the rating from the last inspection, was good. At this inspection the rating has remained good. This meant the effectiveness of people’s care, treatment and support achieved good outcomes and was consistent. Care plans were in place for each person, although these at times required updating. Staff knew people well and could tell us about risks from their health conditions. However, risk assessments for people’s health conditions were not always in place. Relatives told us people’s needs were regularly assessed and staff kept them informed of any changes in people’s health or wellbeing. Staff told us they discussed people’s care regularly in team meetings or in 1:1 sessions with the registered manager. The registered manager shared examples of where the provider had made positive improvements to people's health and wellbeing.

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.

Relatives told us people’s needs were regularly assessed and concerns were addressed. One relative told us how the provider met with them to review their concerns and how these were quickly resolved. People told us staff supported them to attend health appointments. One person told us, “Staff know when I have an appointment, they will take me and bring me back.”

Staff told us they had access to care plans via an electronic system and they were alerted to any changes in people’s health and support needs. Staff told us people’s care and support needs were discussed in team meetings and supervisions.

Care plans were in place for each person. However, some care plans contained conflicting information and risks to people’s health were not always assessed. The registered manager responded to our feedback by updating care plans and completed the relevant risk assessments. The registered manager shared their plans to recruit additional senior staff to assist with monitoring care plans and risk assessments.

People told us they knew staff well and staff arrived on-time. One person told us, “If the staff are running late, they always ring me to let me know.” Another person said, “The care is very good. I have the same 2 staff members all the time. I feel safe with them, they know me very well. Staff know where everything is, I don’t have to tell them.” Relatives told us the staff knew their family member well. One relative said, “We have consistent staff, they all know [my family member] well.

Most staff told us they tended to provide care to the same people. This helped them to form relationships and get to know people well. One staff member said, “I support the same people in the morning and afternoon.” However, another staff member said, “We tend to have the same people, but sometimes you still get people added that you don’t know.” The registered manager told us they strived to ensure people received care and support from consistent care staff. However, unforeseeable circumstances, such as last minute sickness, may lead to a person receiving support from an unfamiliar staff member. The registered manager said, "All information regarding changes to a care call is available on a closed group app. However, some staff do not access this." Therefore, the registered manager told us they had introduced a new system to ensure all staff received relevant information prior to attending a new call.

Records evidenced people received care and support from consistent staff. Daily notes were recorded in detail and clearly documented care tasks. The registered manager shared complements and questionnaires which gathered people’s feedback. People were generally very complementary regarding the care and support they received. The registered manager shared examples of where their service had made a positive impact on people using the service, such as improvements to people's mobility and reductions in the number of hospital admissions.

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.

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