Housing 21 - Fountain Court

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.

Theprovidermade 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 received highly personalised care, with their individual needs, preferences, and wishes placed at the centre of the support provided. Care plans were comprehensive, offering a clear picture of people’s backgrounds, what mattered most to them, and how they preferred to be supported.

Staff demonstrated an excellent knowledge of the people they cared for and consistently went above and beyond to deliver compassionate, high-quality care tailored to each person.

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.

Records confirmed staff worked with health and social care professionals to ensure care for people was flexible and joined up.

Health and social care professionals were complimentary about working with the service. A professional said, “I will email [registered manager] and vice versa if there are any issues we need to address. I feel there is an open line of communication, and this benefits my patients.”

People and relatives confirmed any health concerns were escalated where needed. A relative said, “I know if [family member] is poorly, they’ll call me or anyone else they need.”

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

People’s communication needs had been assessed, and care plans described the support people needed with communication. The provider explained information could be made available in a range of formats to meet people’s individual needs.

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 were regularly invited to provide feedback through resident meetings.

The provider had a complaints policy and procedure to investigate and resolve complaints.

People and relatives confirmed they knew how to and felt comfortable to express their views. One relative said, “I would have no problem speaking to [registered manager] if there were any problems.”

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

People said they could get support when required. People told us they got a quick response from their call bell when they needed help.

Relatives had access to electronic care records, which helped them remain informed and involved in their family member's care.

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's care plans were person centred and detailed their preferences and beliefs. This helped ensure people's protected characteristics and needs were respected.

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 had the opportunity to discuss their future care needs and care plans were developed where needed.