Onecall24 Healthcare 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

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

People had their needs assessed and their choices listened to. People’s needs assessments formed the basis of their care plans, and these were accurate and up to date. People’s care needs were regularly reviewed and any changes or updates that were required were made accordingly.

We did not assess all the quality statements within this key question. We did not identify concerns relating to those areas which we judged as being met at our last inspection.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People or their representatives told us they had been fully involved in having their needs assessed and compiling their care plans and risk assessments. People or their representatives told us their care and support needs were regularly reviewed, and their care plans and risk assessments were updated if changes were needed.

Most representatives told us staff knew exactly how people wanted and needed to be supported and said staff always followed the care plans properly. A person’s representative stated, “I understand there is a new iPad up and running which will mean better communication. The care plan is reviewed and updated, and training is given. I praise this company, and they tick all the boxes.”

Another representative told us how the service provided a care package for a person who had spent a year in hospital and rehabilitation. They said that appropriate staff had attended multiple discharge planning meetings and explained how qualified staff had assessed and signed off carers’ competencies for the person’s specific care provision.

Staff and the management team told us that people and their relatives were always involved as much as possible in completing their needs assessments. They explained the assessments covered all aspects of health and social care that people may require, including mental and physical health and people’s individual and preferred methods of communication. Staff told us they understood people’s needs, because information from the initial assessments fed into their care plans, which were regularly reviewed and kept up to date.

All the staff we spoke with knew people’s support needs and confirmed that everyone had clear and detailed care plans and risk assessments. A member of staff told us, “We speak with the person and use the [electronic records] system to update the care plan and risk assessment.” This person added that care plans and risk assessments were all easily accessible via the electronic records system.

A member of staff also told us they had regular communication with the learning disability team, to make sure they stayed up to date with best practice.

Staff and the management team also gave lots of examples of how they provided support to people’s family members. A member of staff explained, “[Name] is a very loved child, and we all parent in different ways. There is quite a bit going on there, so we are supporting mum and dad as well.”

The service had effective systems and processes for assessing people’s needs. Each person’s care package was like a micro service and many people had complex needs and required 24/7 care and support. Appropriately experienced staff from the service completed needs assessments with people, following enquiries or referrals. This process helped determine if and how people’s needs could be best met. We saw that each needs assessment formed the basis of people’s care plans and these were accurate and up to date. We also saw that people’s care needs were regularly reviewed and any changes or updates that were required were made accordingly.

We noted there were some instances where people’s family dynamics were complex. We saw considerable evidence that demonstrated how OneCall24 Healthcare’s staff had gone above and beyond to support people’s family members, in addition to the person commissioned to use the service.

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.

People or their representatives told us the service communicated well and worked collaboratively with them and other professionals who were involved in providing care and support. People we spoke with confirmed that staff had access to the information they needed to appropriately assess, plan and deliver appropriate care, treatment and support.

For example, a person’s representative told us, “It is essential that they [staff] do manual handling training and recently they have had input from the nurse specialist so they can manage [name]’s movements in the right way.”

Another person explained, “Speech and language have signed [name] off and there is an array of consultants. The district nurse team are involved, and the occupational therapists and GP surgery treat us well.” A third person said, “They [staff] know [name] and come to appointments with us, so they know what to look out for.”

Staff and the management team told us, and provided evidence to demonstrate, how they consistently worked collaboratively with people, their families and other professionals who were involved in providing care and support to people using the service.

A member of staff told us how they had provided training to the manager of a respite service when a person needed to stay there for a short-term break.

Another member of staff told us, “I adore the family, client and care team that I work with. The whole team is so proactive and caring towards our client. We call ourselves a “Team” – parents included. Staff do their best to ensure shifts are covered and have built up a fantastic bond with the client, therefore giving [them] a feeling of safety and security. Everyone puts our client first. [Name] enjoys lovely days out to various places of [their] choice. [Name]’s parents are true advocates and they are incredible people.”

We received a lot of positive comments and feedback from commissioners and other healthcare professionals, who confirmed that the service consistently worked collaboratively with them.

A healthcare professional told us the service kept in regular contact with their team and worked effectively with them. In addition, the service had attended review meetings and additional meetings, as required, to resolve any issues as they arose.

Another healthcare professional said, “My experience of working with OneCall24 Healthcare Limited as a care provider has been very positive, demonstrating a personalised approach, and committed to collaborating within the multi-disciplinary team.”

A further healthcare professional told us, “I have had very good experiences of working with OneCall24 Healthcare. They are my ‘go to’ service provider when my clients need care and support. The management team are responsive and collaboratively work with my client’s wider team. They make time for us to work through any challenges that we encounter, and they have the patience and tolerance that is vital when supporting brain injury case management. I’ve never worked with a service where I can access any member of the management team regardless of their role. At OneCall24 Healthcare I have direct contact details of everyone in the team, including the Director. It’s been a breath of fresh air working with them”

The provider had effective systems and processes in place to help make sure staff had access to the information they needed to appropriately assess, plan and deliver people’s care, treatment and support. The service worked collaboratively with other staff, teams and services, particularly when people received care and support from a range of different people. When plans were made for people’s transitions, referrals and discharges, the service made sure full consideration was given to their individual needs, personal circumstances, ongoing care arrangements and expected outcomes.

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 or their representatives told us that care staff always sought consent before doing anything for them. People also told us that staff worked in accordance with their wishes. A person told us, “The personal care given is very respectful.” Another person explained, “A bed bath is given, or the hoist is used, depending on the wishes of [Name].”

Staff and the management team told us that people were always consulted, and their views and wishes were listened to when care was planned. Staff and the management teams told us that people and their representatives received information about care and treatment in ways they could understand and were provided with appropriate support and time to make informed decisions.

A member of staff explained their understanding of the Mental Capacity Act 2005 and gave us examples of how they helped ensure the person they supported could make decisions and consent to their care and support. This member of staff said it was important to, “Ensure they are listened to and let them make their own choices. When [name] is able to do self-care, let them do this and give them privacy. Make sure they feel safe and supported.”

The provider had effective systems and processes in place to ensure that people and their representatives understood the care and support that was being offered to them. Where possible, people personally confirmed their consent to receive care and support, and this was recorded in their care plans. If people using the service lacked the mental capacity to give their consent, this was obtained and recorded by others who were appointed and authorised to make decisions on their behalf.