Fallings Heath

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 were involved in their care plans. Staff met with people monthly to review their care plans and discuss their needs. Relatives told us they were also invited to attend reviews and were involved in peoples care plans. Staff told us they knew people well and understood their needs and preferences. A staff member told us, “[Person’s name] likes to go to church, enjoys being out in the garden and being involved in meal preparation.” We saw staff understood how to communicate with people and enabled them to have their preferences met. During the morning, we observed 1 person was supported to engage in an activity they enjoyed, another person was in their bedroom watching the television and another had gone out for the day. Care plans were detailed with people’s individual needs, preferences and past history to support staff with providing person-centred care. Staff confirmed the care plan was used as a guide to help them support people.

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.The provider told us the registered manager worked closely with local authority staff to ensure that care plan reviews were carried out to ensure they met the needs of people. We saw the provider had systems in place to ensure people received consistent care and support. They worked with other partners to ensure people’s needs were met. This included social workers and health professionals being involved in developing care plans and reviewing people’s needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Relatives told us staff ensured they communicated with people in ways they could understand. A relative told us, “The staff can tell how [person’s name] is, and they can do sign language with them, they know [person’s names] signs.” The provider told us there was an accessible information standard procedure, which ensured everyone had a clear communication care plan outlining specific communication needs and preferences. We saw people had individual communication plans in place and staff used these to guide how they communicated with people.

The provider encouraged people and relatives to share feedback and ideas, or raise complaints about their care, treatment and support. People had opportunities to meet with staff monthly and discuss their care. Relatives told us they had not had any reason to make complaints but understood how to do this should they need to; they explained they would raise things with the registered manager. The provider had a complaints policy in place to enable people to raise concerns about their care and support. There was an easy read version of the policy available to support peoples understanding. There had not been any complaints made, but there was a process in place to investigate, respond and learn from complaints should any arise.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Relatives told us staff worked with people to ensure they could access health care support when they needed it. Staff told us they adjusted peoples care and support to meet their individual needs and preferences. Peoples care plans included information for staff on their protected characteristics, for example, we saw peoples cultural and religious needs were considered.

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. The registered manager told us staff completed equality and diversity training; records we saw supported this. There was an equality and diversity policy in place which set out how the provider would work to ensure they had a diverse and inclusive organisation which reflected the communities they served. Staff told us the individual care plans gave information about people’s diverse needs and gave the example of how 1 person’s care plan described their religious needs and how these were met through attending a place of worship of their choosing.

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. People were supported to plan for their future care and support needs when they come to the end of their life. Relatives told us people had made plans for the future, and they had been involved in these decisions. Staff told us they were aware of people’s future wishes, and these were documented in peoples care plans. We saw staff had received training in end-of-life care and care plans detailed people’s future wishes.