Eildon Ltd - Support Services

1. To ensure people experience high-quality support that is right for them and have confidence in the organisation providing their support, the provider should continue to ensure that concerns about people’s wellbeing are reported, accurately recorded and consistently applied across the service. This should include, but is not limited to: a) Continuing to record referrals to relevant professionals and any follow-up actions that are required. b) Clear guidance for staff on how to monitor people’s health conditions, such as skin care, and escalate concerns about people’s wellbeing. c) Informing people, or their representative, and staff about the outcome as appropriate. d) Ensuring clear protocols are in place for ‘as needed’ medication and their effectiveness recorded. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: ‘My care and support meets my needs and is right for me’1. To ensure people have confidence in the organisation providing their care and support, the provider should document quality assurance activities, such as regular audits within the service. This should include, but is not limited to, ensuring self-evaluation is informed by feedback from people using the service, their families, staff, and external professionals and evidenced within the service improvement plan. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: ‘I am supported to give regular feedback on how I experience my care and support and the organisation uses learning from this to improve’ (HSCS 4.8); and ‘I experience high quality care and support based on relevant evidence, guidance and best practice’ (HSCS 4.11).