Sutherland Care at Home Service

1. To ensure people experience high quality care and support that is right for them, the provider should review and update recordings about people’s medication. This should include but is not limited to: a) ensuring recordings of topical medication are consistent, clear, signed for and accurate with details of how and where it is to be applied b) accurately recording the level of support that people need for topical medication c) ensuring clear protocols are in place for ‘as needed’ medication consistently across the service. This is to ensure that care and support is consistent with Health and Social Care Standards (HSCS), which states that: ‘Any treatment or intervention that I experience is safe and effective’ (HSCS 1.24); and ‘I experience high quality care and support based on relevant evidence, guidance and best practice’ (HSCS 4.11).

1. To ensure people have confidence in the organisation providing their care and support, the provider should ensure that information is shared timeously, and communication is effective across the service. This should include but is not limited to: a) ensuring information shared by staff about people’s wellbeing is recorded promptly on the digital system and staff receive feedback about the outcome of any follow-up actions b) non-contracted staff having the same access to the digital information about people’s support needs and wishes as contracted staff c) using self-evaluation and gathering the views of people, families, staff and professionals to inform improvement and evidence responding to feedback. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which states that: ‘I am supported to give regular feedback on how I experience my ca1. To ensure that staff benefit from a culture of reflective practice and can benefit from a range of methods to support their wellbeing, the provider should review staff development and engagement opportunities. To do this, the provider should, as a minimum: a) Ensure staff supervision and appraisals are consistently held in line with organisational guidelines and best practice to promote individual learning and provide support. This includes practice observations to support staff with feedback as part of their continuous professional development. b) Review how team meetings and opportunities for staff to come together can be effective across a large and dispersed geographical area. This includes discussing with staff what would be practical and involving staff in service developments. c) Develop resources to share with staff in promoting their wellbeing.

1. To ensure that people are fully involved in all decisions about their care and support, the provider should sustain regular reviews of people’s care experiences. This should include but is not limited to: a) consistently ensuring a review of people’s care and support every six months and more frequently as required b) updating the person’s support plan and recording any changes to their outcomes. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS), which states that: ‘My personal plan (sometimes referred to as a care plan) is right for me because it sets out how my needs will be met, as well as my wishes and choices’ (HSCS 1.15); and ‘I am fully involved in developing and reviewing my personal plan, which is always available to me’ (HSCS 2.17).

1. To ensure that people benefit from open and transparent leadership, the provider should, implement the guidance in the document 'Adult care services: Guidance on records you must keep and notifications you must make’. This is in order to keep the Care Inspectorate updated on important events. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: 'I experience high quality care and support based on relevant evidence, guidance and best practice'. (HSCS 4.11); and 'I use a service and organisation that are well led and managed'. (HSCS 4.23).

2. To promote safety and wellbeing of staff during their core working hours, the provider should improve how they support staff, in particular at weekends. This is to ensure that care and support is consistent with Health and Social Care Standards (HSCS) which state that: ' My care and support is provided in a planned and safe way, including if there is an emergency and unexpected event’. (HSCS 4.14); and ‘I am supported and cared for sensitively by people who anticipate issues and are aware of and plan for any unknown vulnerability or frailty’. (HSCS 3.18).