Francis 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

This means we looked for evidence that the service met people’s needs.

At our last assessment we rated responsive as good. At this assessment the rating has remained good. Staff managed beds well. A bed was available when a client needed one. Clients did not have to stay in the service when they were well enough to leave. The design, layout, and furnishings of the service supported clients’ treatment, privacy and dignity. Staff supported clients with activities outside the service, such as work, education and family relationships. The service met the needs of all clients – including those with protected characteristics. Staff helped clients with communication, advocacy and cultural and spiritual support. The service treated concerns and complaints seriously, investigated them and learned lessons from the result.

This meant people’s needs were met through good organisation and delivery.

We have not awarded this service a score for Responsive.

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

Staff at the service planned client care around the client’s individual needs and preferences. For example, translating the 12 steps into the client’s native language, and using collages with people who struggle to read and write.

When appropriate, staff ensured that clients had access to education and work opportunities.

Staff supported clients to maintain contact with their families and carers.

Staff supported clients to access their chosen place of worship within the community.

Staff made notifications to external bodies as needed.

Information governance systems included confidentiality of client records.

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

Staff made information leaflets available in languages spoken by clients.

Staff ensured carers, families and care managers were regularly updated about the client’s progress.

There had been no complaints in the previous year.

Clients knew how to complain or raise concerns.

When clients complained or raised concerns, they received feedback.

Staff protected clients who raised concerns or complaints from discrimination and harassment.

Staff knew how to handle complaints appropriately.

Staff received feedback on the outcome of investigation of complaints and acted on the findings.

Staff ensured the needs of clients with mobility issues were met – for example, wheelchair users were placed in bedrooms at ground level.

Staff made reasonable adjustments for clients – for example, people with mobility issues were provided with walking aids, shower chairs etc.

Staff planned for clients’ discharge, including good liaison with care managers/co-ordinators.

Discharge was never delayed for other than clinical reasons.

Staff within the service and the wider organisation promoted a culture in which the people using the service felt empowered to give their views.

The provider had undertaken equality impact assessments of their policies and procedures to ensure they did not place vulnerable people or people with protected characteristics at a disadvantage.

Staff are trained in equality, diversity, inclusion and human rights.

Staff create personalised care plans to account for the patient’s needs, wishes and feelings.

Staff ensure all relevant healthcare professionals and other relevant bodies are involved in planning the care and treatment of people with complex needs.