Future Home Care Ltd Kent

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered service, since the provider changed legal entities. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People, relatives and healthcare professionals told us that people were treated with kindness. A healthcare professional told us, “The residents from what I see are well looked after, comfortable.” A relative told us, “The staff are very friendly.” Staff were friendly towards people and clearly had a good rapport, speaking to them about shared interests and likes.

Care plans promoted staff to remind them to be mindful of people’s dignity, to ensure they were covered during personal care, and that the blinds / curtains were closed as appropriate. Staff treated people, and their possessions with kindness. People’s rooms were kept nicely, and felt homely, and people’s possessions were well looked after.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s individual needs and preferences were understood and these were reflected in their care, treatment and support. Staff and relatives told us people were supported to follow their own interests based on their strengths.

People were supported to use communication aids. One person used communication cards to show what they wanted to express, for example they showed a picture of a car when they wanted to go out in the car. Staff were working to explore new ways for people to communicate their needs, and one person had been supported to purchase a tablet which enabled them to communicate with thousands of words. Staff told us this was exciting for the person as it “Opened up their world and allowed them to communicate more.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to be as independent as possible. People had wheelchair friendly kitchens so they were able to prepare their own food. People were encouraged to ensure that their homes were clean and tidy. Support plans reminded staff to encourage people to open the front door and greet visitors when they had them. We observed people do this during our inspection. When this occurred the person then invited us to their flat, where they offered to make us a cup of tea.

One person had been supported to go to the library and write a CV to seek voluntary work. They told us proudly how they handed their CVs out to prospective employers.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

One person’s feet were slipping from their wheelchair. Staff identified this and supported the person to be sitting comfortably and safely. Staff told us they would make a referral for the foot supports to be re-done to ensure the person had grip to stop their feet slipping.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

The registered manager had started an ‘one team’ forum for staff, to share good practice and improvements for the service. They told us they felt it was important for wellbeing, team building and to celebrate success. Staff were encouraged to share where they had supported people to reach milestones internally to celebrate their success.

The provider had an employee of the month, where services were able to recommend staff for an incentive and recognition. One service manager told us that when their staff members were voted employee of the month they gave them a badge that says ‘you make a difference.’ The leaders were passionate about recognising the positive work staff did.

Staff told us they enjoyed their roles and were well supported. Comments included, “I’m happy I love my job” and “I’ve felt supported by my area manager. If I have any queries she has supported me.”