Gentle Healthcare Services

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

Based on the findings of this assessment we found the service had improved and addressed all the outstanding breach we identified at their last inspection. This meant people’s outcomes were consistently good. This was because the provider had implemented the action plan, we required them to complete after their last inspection and improved how they trained and supported staff (See the previous key question outlined above, Is the service safe?) In addition, people's personal care needs were assessed before they received a home care service from this provider. Staff worked together to deliver and meet people’s needs and wishes in line with legislation and current evidence-based good practice and standards. People were supported to stay healthy and well. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests. The care and support people received was routinely monitored to continuously improve it. Our rating for this key question has therefore changed from requires improvement to good.

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 received care and support that was planned and delivered in line with their assessed needs and wishes. People told us their needs and wishes were assessed before they received a home care service from this provider and their care plan was based on these assessments. People also said they participated in the pre-admission assessment process.

Staff told us they were given enough time to read through care plans which enabled them to become familiar with people’s needs, preferences and daily routines.

People's assessed dependency needs and wishes were used to help the provider develop personalised care plans for everyone they supported.

People told us staff provided them with all the care and support they needed.

Staff worked together to deliver and meet people’s needs and wishes in line with legislation and current evidence-based good practice and standards. Staff told us they followed guidance in care plans when supporting people. This included providing the appropriate level of support to meet people’s needs in relation to their personal care and health.

People’s care plans contained detailed person-centred information about how individuals preferred staff to meet their specific personal and health care needs.

People using the service, and their relatives told us they received joined up care from the provider working with the relevant community-based health and social care professionals.

Managers and staff told us they worked closely with various community health and social care bodies and professionals and welcomed their views, advice, and best practice ideas.

No feedback received from external professionals.

The provider worked in partnership with various community-based health and social care professionals.

People using the service told us they had access to relevant external health care professionals and agencies as and when required including, local GP services and community nurses.

Staff received emergency first aid training as part of their induction.

People were supported to stay healthy and well. Care plans detailed people’s health care needs and conditions and the action staff needed to take to keep people fit and well. Staff ensured people routinely attended scheduled health care appointments and had regular check-ups with a range of external, community-based medical and health care professionals.

People told us managers who visited them at home repeatedly asked for their views about what the service did well and what they could do better. The provider used a range of methods to gather people’s views about the service they received and to check their welfare via regular telephone and home monitoring visits.

It was clear from feedback we received from the manager they recognised the importance of learning lessons and continuous improvement to ensure they maintained good-quality, person-centred and safe care for people they supported. The quality and safety of the service people received was routinely monitored and checked by the managers. The provider valued and listened to the views of staff who were encouraged to contribute their ideas about what the service did well and what they could do better during regular telephone and home monitoring visits. A member of staff said, “We have regular opportunities to share our views, through phone calls and face to face meetings with our manager. He listens carefully in meetings when every member of staff shares their ideas and will take action to improve how we do things when needed.”

The provider had systems in place that promoted an open and inclusive culture which sought the views of people receiving care at home, their relatives and staff. The outcome of all the providers audits, monitoring checks and feedback the providers received from various stakeholders were routinely analysed to identify issues, learn lessons and develop action plans to improve the service they provided people.

People told us they consented to the care and support they received from staff who visited them at home. A relative said, “Staff always obtain my [family members] consent before doing anything with her.”

Managers and staff confirmed they had received Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS) training and were aware of their duties and responsibilities in relation to the MCA and DoLS. Staff told us peoples care plans made it clear what decisions people could make for themselves.

People’s care records showed the service was working within the principles of the Mental Capacity Act 2005 (MCA) and if needed, appropriate legal authorisations were in place to deprive a person of their liberty.