Access 24/7 Healthcare Ltd

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 assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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.

The service made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. The registered manager told us people were fully assessed before they started using the service and this was regularly reviewed with them and their relatives. A person-centred care package was put in place and regularly reviewed. Staff had access to up-to-date information on people’s care, on the care planning application they used, and a printed copy was also kept in peoples’ home. A member of staff told us, “We get regular updates from the manager if any changes have been made to peoples care plans.”

The service 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. Staff knew people well and how they wished to be supported with food and drink. Assessments were in place to help staff recognise the support people required, and staff had undergone extensive training to recognise if people were choking and how they could intervene. Where required the service liaised with health professionals to ensure people were receiving the correct support with their food and nutrition. A relative old us, “[Relative] has a very in-depth care plan which is reviewed every 6 months.” Another relative told us, “Each one of them is very kind and so respectful to my father. He could not be treated with more dignity or care by any one better.”

The service 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. Staff had access to the information they needed to work with people, and where required helped them safely transition between healthcare teams. The registered manager told us they had developed good links with other health professionals. Regular staff meetings and supervision sessions were all in place to ensure staff were provided with current information to work together to support people. A staff member told us, “Management have an open-door policy, and we can discuss anything with them at any time.”

The service 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 need for care and support. A member of staff told us, “I familiarise myself with a person’s care plan and get to know the person before supporting them. I want to make sure they can live their best life.” A relative told us, “[Relative] has an excellent rapport with all their carers especially the male ones they seem to really get their personality, and they can understand [relative].”

The service routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both people’s and clinical expectations. The registered manager told us they had several systems in place to help them monitor outcomes for people. This included asking people for their feedback through telephone monitoring calls, regular visits, and the completion of surveys on their care experience. From surveys they collected, the registered manager looked at themes and trends to see where improvements were needed and could be made. They used this information in the form of action plans to continually drive improvements at the service. A relative told us, “I feel confident that if I had any problems to ring the manager and I know they would try to sort it.” However, another relative told us, “There is only one thing that could make Access 24/7 better is if the manager was more present. I know they are about, but I have very little contact with them. This is not a real issue, but I feel it would make it more personal if they just got in touch a little more.”

The service told people about their rights around consent and respected these when delivering person-centred care and treatment. Staff understood the need to gain consent from people before they engaged in providing care. The registered manager obtained signed consent from people or their next of kin when care packages were agreed. Staff had received training on gaining consent and this was discussed with them during meetings and supervision. People’s consent was obtained for their care and support needs. A relative told us, “We are very happy with everything to do with the carers they are all so very kind caring, nothing is a trouble to any of them. They look after [relative] very well all the time, and they are so respectful towards us all.”