Fernleigh 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 this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People, and when appropriate their relatives, were involved in care planning and shaping their care. People told us they were able to discuss their care and support needs. A person who used the service told us, “They talk to me a lot about my care, I have a lot of meetings to keep me safe and others safe as well.” A relative shared, “I’m always included if anything changes, nothing is decided without me being involved.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People received care from staff who were working closely with other services. Recommendations from health professionals were recorded and shared with staff. Records showed that if people’s needs changed, further advice was sought, and care was adapted to meet those needs. A visiting health professionals said staff worked collaboratively with them to support person centred care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

We observed people were supported in a way that met their individual communication needs. For example, we observed staff supporting people to communicate by using individual communication tools and ensuring the environment met people’s communication needs. Care records contained guidance on how best to communicate with individuals, so their individual needs were met.

Information was freely available in differing formats to support communication and understanding. A notice board contained ‘Easy read’ information on areas such as safeguarding and the Care Quality Commission. Care records contained guidance on how best to communicate with individuals, so their individual needs were met. In addition, pictorial information was displayed and accessible to meet people’s different communication needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Regular surveys were provided to people and relatives to enable them to share their views. Feedback was positive and we saw comments such as, “We can clearly see in our family member’s expressions that staff are kind to him,” and, “Staff are lovely and caring.”

There was a complaints procedure which was accessible to people and those who were important to them. A relative told us they were confident any concerns they raised would be addressed. They said, “I’ve never had to complain but I’d have no fear of doing it. They just want to do things right and would get on to it straight away.”

People were supported to shape the service to meet their needs and preferences. Staff told us how they supported people to give feedback and how they changed care and support as a result. A relative shared how their family member’s activity programme was changed to meet their family members preferences.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were referred to appropriate professionals to ensure equity in accessing services. Staff told us they worked to ensure people’s rights were upheld and they would challenge any discrimination. One staff member commented, “All of us here would challenge discrimination, part of why I love this job is standing up for people’s rights. I champion those and celebrate when people are treated inclusively.”

Premises were accessible with appropriate equipment to meet mobility needs if these were needed. There was an accessible garden and seating and shade were available to help ensure their comfort.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff had received training in equality and diversity and were respectful of people’s differences. Policies and procedures promoted equality, diversity and inclusion and we saw people were supported in a way that upheld their rights and preferences and valued people’s individuality.

Care plans described how people’s needs could be met and the adjustments that were needed to support equality in experiences and outcomes. This supported people’s right to live lives free from discrimination and promoted their individual rights.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future and at the end of their life.

The registered manager told us there was no one receiving end of life care; however, people had been given opportunities to consider their wishes at the end of their life.

If people had agreed to set goals for themselves, this was recorded and guidance on how staff could help people achieve these was included in care documentation. This helped ensure staff knew the individual support people needed to achieve positive outcomes. A family member shared how a person had been supported to attend college to learn cooking skills, to support their independence. A person told us how they had worked with staff to develop their own communication aids to support them to go shopping and how much they enjoyed shopping. They said, “I like getting my own things, it’s important to me.”