FitzRoy Supported Living - Uckfield

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 Requires Improvement.

At this assessment the rating has changed to Good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 were clearly put at the centre of any support and care. They were consulted at all times and encouraged to share their views on care. Relatives also felt involved and told us they were kept informed about changes to people’s needs and involved in decisions as appropriate.

Staff and relatives told us people were well able to express how they wanted their care provided. One staff member said, “We provide person centred care and people are vocal in relation to what they want or not. They will always say if they want something and if it hasn’t been offered like having hair washed.”

A relative said, “The food they get is the very best and what they want for themselves individually, they are very able to say what they want and what they like.”

Visiting professionals were confident that staff followed a person-centred approach for each person and commented on how this was led by senior staff and particularly the deputy manager. One professional said, “I observed person-centred approaches used with residents. The deputy manager was observed advocating for a person (who lacks capacity) around foods he knew the resident had previously enjoyed and to improve their quality of life, fit with healthy eating plan, and increase choice when out with family.” Another said, “Staff seem able to adapt the level of support required.

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.

Staff worked closely with a range of professionals to ensure all care and support was joined up. They worked closely with the local GP surgery and the associated health professionals who work within the health community. For example, the district nursing team and community pharmacist. Services responded flexibly to maintain a regular support. For example, staff told us the SALT was involved and available for advice with any changes to people’s diets according to changing needs and choices. They told us, “X wanted to trial more challenging foods, and they were supported to do this with staff promoting safest options while respecting her choices.”

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

People’s communication styles and needs were well known to staff. People were able to express themselves and staff took time to understand what they were communicating. For example, one staff member said, “Everyone is able to communicate, they are all able to verbalise and say what they want. One person has their own words they use, but you do get used to what they are saying. If you don’t understand they can always show you too.”

People’s individual needs had been assessed and recorded within communication support plans.

Care records were recorded within a computer system and staff accessed these on mobile devices. Staff knew people well and records were updated. A visiting professional said, “. I am unsure how information was cascaded to the staff team, but staff I met were all aware of new guidelines and my visits.” The IT systems were slow leading to delays in completing records and staff frustrations. Other records were hard to locate and navigate. This was raised with the registered and deputy managers. They were aware of the difficulties and new mobile devices had been purchased but had not resolved all IT problems. The impact on people was low however needs further attention to ensure up to date information was available.

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.

People and relatives told us they felt they were listened to and given the opportunity to share their views. People were consulted with on a daily basis and had the opportunity to share views formally through key worker meetings. Staff told us, “People are always sharing their views on care they are well able to say what they want and not want.”

A relative said, “If I had concerns, I would feel happy to raise it with deputy manager and higher if necessary. I did raise a concern in the past and it was dealt with immediately.” Another relative said, “Any concerns would be raised with the deputy, and I have. Things are always resolved, and I would go to senior managers if needed. There was a medicine issue, and the deputy manager was open and honest and told me what had happened and what had been done to correct it. When things are dealt with in an honest way this builds trust.”

There was a system to record any complaint digitally. A recent concern raised confirmed staff took account of people’s views as their choices did not always fit with relatives’ expectations.

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

Staff had completed training on equality and diversity and understood people’s health and care needs and how this impacted on people’s ability to access facilities and services.

The accommodation had been purpose built to support disabled people. There were wide corridors and rooms were large with suitable adaptations, including equipment to move people safely. Staff told us new equipment had been purchased to support safe showering.

Staff accessed specialist health and social care support when required and assisted people with health care appointments and called emergency services if required. The service had developed positive working relationships with other health and social care professionals which ensured people received any support they needed.

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 understood the needs of autistic people and people with a learning disability and were aware of the typical barriers that could be faced. They were proactive in promoting people’s wellbeing. One staff member said, “I like the people I look after and people I work with. I like the getting out and helping them to live their life and being able to do what they want to do. We do come across restrictions like not being able to get down a shopping isle. So, we plan where we go to ensure restrictions are not a problem.”

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

Although no one currently required end of life care staff had provided this support in the past and worked with people, family and professionals to ensure people’s views were respected. Some discussions had taken place around planning for the future and relatives were involved in these. For people who needed advanced directives with regards to an emergency medical situation and end stages of life, these had been recorded. One relative told us, “We have had honest conversations about their health and how it can be life limiting, so it’s important to have good quality life.”