NCC First Support - Eastern

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 requires improvement. At this inspection, the rating has changed to good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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.

The provider ensured people’s care and treatment were effective and discussed people’s health, care, wellbeing, and communication needs with them. However, associated care plans required further information for staff. For example, the care plans we viewed varied in relation to the amount of detail they contained and whilst staff knew people’s needs well and delivered effective care, care plans required further information. This was to ensure people consistently received the care and support they required and to mitigate the risk of receiving inappropriate care.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. People told us they were fully involved in the planning of their care including in relation to their nutritional and hydration needs. They told us they had confidence in the staff’s abilities to deliver safe and effective care that met their needs and goals.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. We saw evidence that full information was shared between services to ensure people received continuity of care that was seamless and effective. The professionals who provided us with feedback agreed . One professional said, “I have found [manager] always approachable, helpful and able to give clear updates. If I need to get any updates… [manager] is always quick to respond.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice, and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. Evidence strongly demonstrated that the service was making a positive impact on people’s health and wellbeing in an often short space of time. This had allowed people to regain their independence, confidence, and quality of life. For example, the service worked closely with other health and social care professionals to ensure intense and holistic support was given to people to give them the best opportunity to thrive physically and mentally. This was demonstrated with people’s comments such as, “I’ve got my strength back,” I’ve got my confidence back and I am now coping well” and “I wouldn’t have coped without their help.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. Due to the nature of the service, monitoring people’s outcomes was completed daily, and the service used a scoring tool to record progression and success in meeting people’s goals. This ensured people received the service they required to meet their goals, and that staff could make adaptions to the support provided as people’s health and wellbeing increased.

The provider told people about their rights around consent and respected these when delivering person-centered care and treatment. We saw that people’s formal consent was sought and recorded appropriately and people told us staff always sought consent prior to delivering care and support.