Flora Innes House

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question good. At thisassessmentthe rating hasremainedgood.

This meant people’s needs were met through good organisation and delivery

This service scored 82 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff demonstrated an exceptional commitment to person centred practice, ensuring care reflected who each person was, what mattered to them and how they wanted to live their life. Support was shaped around people’s unique strengths, communication styles, routines and preferences, with care records evidencing staff taking time every day to understand their mood, choices and priorities.
The service supported people to have meaningful relationships with their family. Visits were accommodated regularly as this was important to people and their relatives. A relative told us, “They are brilliant and I cannot fault them”.
Staff made thoughtful reasonable adjustments, such as adapting communication methods, and adjusting routines so people could participate fully in their daily lives. We saw where somebody had moved rooms to enable them to be nearer to a bathroom so they could live as independently with dignity as possible.
Staff also enabled meaningful involvement from the people who mattered the most to the people they were supporting, ensuring their insight and knowledge were built into care planning and daily support. However, we also spoke to relatives who were no longer able to be as involved as they used to be in their relatives' lives, due to their own personal circumstances. We saw this handled sensitively and the service were proactive in supporting people to have advocates when their family were unable to support. People and relatives told us they felt listened to, respected and genuinely included where possible. This personalised, adaptive and inclusive approach meant people experienced care that truly reflected their individuality.
The staff team’s commitment to people had a clear impact, enabling them to live fulfilling lives and achieve exceptional outcomes. This was underpinned by a strong, embedded person centred culture that ensured care was consistently dignified, empowering and individualised.
 

People received the full package of care, support and treatment that had been funded.

Support was delivered consistently in line with each person’s assessed needs, ensuring nothing was missed or overlooked. The service worked closely with external agencies to maintain continuity of care, sharing information promptly about any changes in needs ,staffing or funding arrangements. This helped ensure support remained stable and uninterrupted, including during periods of transition such as staff changes or updates to care plans.

Staff maintained effective communication with external professionals and families, ensuring everyone remained informed and confident that care was provided as agreed. This coordinated and transparent approach enabled people to experience reliable, well-organised and integrated support.

People received clear, accessible information that supported them to understand their care, support and rights.
Staff used a range of communication methods, including visual prompts, photographs and objects of reference, to ensure information was meaningful and tailored to each person.
Families told us they were kept well informed about any changes and felt confident they could contact the service whenever needed.
Information about daily routines, planned activities, health appointments and support arrangements was shared in a timely and transparent way. Staff also explained decisions and choices in formats suited to everyone, helping them to understand and engage.
Key documents, such as care plans and consent information, were provided in accessible formats. This approach ensured people felt included, informed and able to actively participate in decisions about their care.
 

The provider enabled people to easily share feedback, offer ideas, or raise concerns about their care, treatment and support. Staff actively involved people in decisions and clearly explained any changes made because of their feedback.
Staff listened carefully and valued people’s views, ensuring they played an active role in shaping their care and daily routines. Individuals were supported to express their preferences using communication methods that suited them, such as pictures, gestures and objects of reference. Staff remained responsive, adapting their approach whenever people’s wishes changed.
Families and representatives told us they felt involved and well informed, and said staff welcomed their contributions when planning care or reviewing support.
This inclusive approach ensured people felt heard, respected and fully involved in shaping their own support.
 

People experienced equitable access to care, support and treatment because the service ensured assistance was always available in ways that met individual needs. Staff recognised the importance of flexible, person-centred care and consistently adapted their approach to reduce barriers and promote full participation. This included tailoring communication methods, offering support at different times, and delivering care in line with each person’s routines, sensory needs and preferences.
The provider clearly outlined the robust systems in place to ensure care was consistently accessible. These included well-organised rotas, effective on-call arrangements and clear protocols, enabling staff to access guidance and support during out-of-hours periods or emergencies. Staff told us they always felt well supported, and records demonstrated that leaders responded promptly when advice or additional resources were required.
We saw how the service actively worked to reduce health inequalities by ensuring people could access appointments, treatment, therapy and specialist services without delay. Staff supported individuals to attend health checks, routine monitoring and emergency care, making reasonable adjustments such as using visual aids, arranging preparation visits and ensuring support from familiar staff.
This proactive, flexible and well-coordinated approach meant people consistently received the right care at the right time, reflecting a commitment to equitable support delivery.
 

People received fair, consistent and inclusive support, and the service took appropriate steps to prevent or reduce inequalities in people’s experiences and outcomes.

Staff made reasonable adjustments to meet individual needs, such as adapting communication approaches, adjusting routines and creating sensory-friendly environments, enabling people to fully participate in day-to-day life.

The service also recognised the importance of culturally appropriate care. Staff understood people’s cultural backgrounds, dietary requirements and incorporated these into daily support.

Outcomes were regularly reviewed, and the service worked in partnership with families and external professionals to identify when additional support was needed. This approach ensured people received equitable care and had equal opportunities to achieve positive outcomes and experiences.

Staff worked closely with people and their families to understand what might be important in the future, such as upcoming health appointments, changes in routines, potential transitions, long-term health needs.
Staff had been proactive in supporting people to understand and make decisions about their future. We saw examples where people had been given the opportunity to discuss end of life care and wishes. Staff told us that discussions around end of life were encouraged and part of support plans. People had been supported to visit funeral homes and consider finances that might be needed to ensure their wishes were met. One relative told us, “Thank you for helping me with (person’s) My Wishes booklet”.
The provider had considered how the service provided could be adapted to meet people’s long term needs. They explained to us that one person living in the service had a diagnosis which meant they would be likely to develop dementia in the future. They had found training for the staff, budgeted for it, and some staff had already started. This evidenced that they viewed the person to be living in their long-term home and understood the importance of people staying where they were familiar with staff, the environment and felt safe and happy.
These thoughtful approaches helped people feel more confident about future events and ensured their care remained well coordinated, personalised and responsive to their evolving needs.