Francis House

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

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated caring as outstanding. At this assessment the rating has changed to good. Staff treated clients with compassion and kindness. They respected clients’ privacy and dignity. They understood the individual needs of clients and supported clients to understand and manage their care, treatment or condition. Staff involved clients in care planning and risk assessment and actively sought their feedback on the quality of care provided. Staff informed and involved families and carers appropriately.

This meant people were supported and treated with dignity and respect and involved as partners in their care.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

Staff attitudes and behaviours when interacting with clients showed that they were discreet, respectful and responsive, providing clients with help, emotional support and advice at the time they needed it.

Staff supported clients to understand and manage their care, treatment or condition.

Staff directed clients to other services when appropriate and, if required, supported them to access those services.

Clients said staff treated them well and behaved appropriately towards them.

Staff understood the individual needs of clients, including their personal, cultural, social and religious needs.

Staff said they could raise concerns about disrespectful, discriminatory or abusive behaviour or attitudes towards clients without fear of the consequences.

Staff maintained the confidentiality of information about clients.

The service could make adjustments for disabled clients – for example, by ensuring disabled people’s access to premises.

Clients had a choice of food to meet the dietary requirements of religious and ethnic groups and to account for allergies and intolerances.

Staff ensured that clients had access to appropriate spiritual support.

Staff ensured that clients could obtain information on treatments, local services, clients’ rights and how to complain

Staff were aware of and dealt with any specific risk issues, such as falls or pressure ulcers and care planned for these accordingly.

Staff identified and responded to changing risks to clients.

Staff used de-escalation techniques to reduce the need for physical interventions when clients’ behaviours became heightened.

Staff felt respected, supported and valued.

Staff felt positive and proud about working for the provider and their team.

Staff had access to support for their own physical and emotional health needs through an employee assistance service.

Staff appraisals included conversations about career development and how it could be supported.