Felt Care Ltd

On this page

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated good.

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

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff made sure that people received compassionate support and took the time to get to know them, including having enough time to enable them to understand people’s care and support needs, wishes and choices.

People who we spoke to described the staff as kind and compassionate with genuine care for those being looked after.

Everyone we spoke to told us they were treated with kindness and dignity. One person told us, “They’re more caring. They’re more kind. They think about my feelings.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

Staff treated people as individuals and tailored support to their personal needs. Care plans reflected people’s personal histories and interests, preferences and choices, including how they would like staff to address them.

People told us they were supported in ways that mattered to them. Staff respected their likes, dislikes, and individual routines.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to maintain independence and have choice and control over their daily lives. Staff encouraged people to make decisions about their routines, meals and personal care, supporting them to live as independently as possible. Care plans detailed likes and dislikes, as well as information as to where people like to have their meals at different times of the day.

People told us they felt empowered to make choices and that staff respected their decisions, even if these differed from what staff might have suggested.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff were alert to people’s needs and took time to observe, communicate and engage people in discussions about their immediate needs. They found out how to respond in the most appropriate way to respect people’s wishes, needs and preferences.

Relatives confirmed that staff were responsive and acted swiftly when a person’s needs changed, providing reassurance and timely support. This approach helped maintain safety, wellbeing, and confidence in the service.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff received training and ongoing professional development relevant to their roles, including mandatory training, role-specific updates, and refresher courses. Supervisions were in place to support staff in their roles, reflect on practice, and identify learning needs.

The service promoted staff wellbeing and provided an environment where staff felt valued, supported, and enabled to deliver high-quality care. Staff told us the registered manager was approachable and responsive, and that they felt comfortable raising concerns or seeking guidance.

Staffing levels were appropriate for the needs of people Felt Care Ltd were supporting. Staff told us, “There are sufficient staff to support services users with their needs.”

Staff told us they received a clear induction and are supported with any training needs. One staff member told us, “We have been supported with enrolling onto NVQs.” This demonstrates that management are supportive of staff development within the service.

The management team monitored staffing levels to ensure people received consistent care and that staff were not overworked.