Felt Care Ltd

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

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

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 71 (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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

A pre-assessment process was in place for new people wanting to use the service. The registered manager told us they visited people themselves to carry out the initial assessment, and they liked to include other important people to the service users to help build a bigger picture. When they carried out an initial assessment, they collected background knowledge and included this in the care plans.

Care plans were regularly reviewed and detailed who had been involved in the process, including the person who received care and those important to them. They were able to share their views on the care and support they wanted.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Policies and procedures reflected relevant national guidance, and staff demonstrated an understanding of how this informed their practice.

Care plans were person-centred and regularly reviewed to ensure they reflected people’s current needs. Risk assessments were updated following any changes in condition or incidents.

Staff received training relevant to their roles, which supported them to provide care in line with current best practice. The management team monitored practice through regular audits and spot checks to ensure standards were maintained and areas for improvement were identified.

People who used the service told us that care staff were knowledgeable and kept them informed of any changes.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

The management team worked closely with external health and social care professionals to help ensure people had access to the services they required to maintain their health and wellbeing.

Staff monitored people’s health and wellbeing and promptly reported any concerns to the management team. Referrals to relevant healthcare professionals were made when required to ensure people received timely and appropriate support.

The staff communicated any concerns or changes with each other through the electronic care planning system, ensuring this was completed in a timely manner.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Staff knew people well and had information about people’s health needs. Details of people’s GP or other healthcare professionals were recorded in care plans, so staff knew who to contact.

People were happy with the choice and control that they received. People were offered meals and a choice of drinks. People felt that care staff took time to speak with them and did not rush.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

The service reviewed feedback people had provided appropriately when considering people’s outcomes. The management team responded themselves to ensure that people were happy with the support they received.

The provider worked collaboratively with healthcare professionals and understood the importance of seeking timely advice to promote positive outcomes for people.

The provider did not always tell people about their rights around consent and did not always respect their rights when delivering care and treatment.

The Mental Capacity Act 2005 (MCA) provides a legal framework for making particular decisions on behalf of people who may lack the mental capacity to do so for themselves. The Act requires that, as far as possible, people make their own decisions and are helped to do so when needed. When they lack mental capacity to take particular decisions, any made on their behalf must be in their best interests and as least restrictive as possible.

The provider supported people living with dementia, but mental capacity assessments had not been completed. However, there was a clear understanding of the requirements of the Mental Capacity Act (MCA), and staff demonstrated how they put these into practice effectively. One staff member told us, “I have received training in the Mental Capacity Act 2005 as part of my mandatory training. I always assume that service users have capacity first and support them to make their own decision. I respect their rights and wishes.”

The provider told us they would carry out additional training and complete mental capacity assessments where required.