Falcon House Care Home

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 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 their relatives gave positive feedback about the improvements in the care and support provided. One relative told us, “They do a wonderful job. They get to know individuals and treat them with care and respect. They are very considerate.”

Another relative spoke about the improvements in respecting people’s choices, they told us, “In the past, my family member used to get up early but now they sometimes get up late. I’m happy with that. They also spend a lot of time in the main lounge now, which is great.”

Staff showed understanding and calmness when engaging with people. The improved approach of the staff team had been noted by relatives. One relative told us, “The staff are really nice people. I am happy my family member is well looked after.” Another relative said, “There is a level of calmness now, there used to be a lot of shouting by senior staff, not anymore.”

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 and their relatives felt the service provided a more consistent level of care under the new management. One relative told us, “Consistency of care is definitely here now, we don’t feel worried now.” Another relative told us, “They are doing well, Things are settling down, they use much less agency staff. I’m happy for my family member to be here, She’s happy and that’s the most important thing.”

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

The service had access to information for people in different formats. There was access to easy read documents, such as how to raise a complaint or explaining how to place a vote.

The service had a ‘you said, we did’ board, which they were updating and positioning more centrally, to reflect any actions already taken following feedback.

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.

The management team operated an open-door approach, with people and their relatives encouraged to share their concerns or feedback. Relatives gave positive feedback about the approach of the management team. One relative told us, “I trust them completely and I am totally comfortable speaking with the managers and staff. I would speak to the managers if I had concerns and their reactions to my comments have been fine.”

Staff meetings were held regularly, and records showed the management team had discussed key issues and given actions for taking forward. Some areas identified during our site visit had already been identified by the management team, who had action plans in place to address these.Staff were encouraged to share their views and were given praise for the areas where improvements were found.

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

Equality and diversity policies were in place and staff had completed training in this area. Care plans detailed how people’s disabilities were considered and the support in place to enable accessibility, for example, with sensory needs.

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.

People were now being supported to access community facilities, and to participate in activities at Falcon House. The service had a dedicated activity co-ordinator in place, who was motivated and experienced. We found a planner in place, detailing a range of activities available for people.

People and their relatives were positive about the impact of the activity provision. One relative told us, “[Name of staff member] has made a huge difference. My family member was previously upstairs and isolated; they are downstairs most of the time now.”

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.

The service provided effective support for people at the end of their lives. The service worked with external health professionals who supported with people’s palliative care needs. We found people’s advanced decisions and what mattered to people was clearly recorded in their plans of care. Staff supported people and their relatives to create detailed care plans. One regular visitor told us, “I was asked to be involved in a discussion with [Name], about a RESPECT form and am happy I can put forward my views, with a good response from staff.”

We saw people had information in their care records about funeral plans where they had chosen to discuss this. Where people did not wish to discuss the end of their life, there were plans in place to revisit the subject in future in a different way.