Felt Care Ltd

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.

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

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

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 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.

Staff worked with people to make sure they were appropriately involved in planning their care. Care plans genuinely reflected people’s needs and preferences. Care delivery aligned with people’s care plans with records of care reflecting this.

People told us staff had a good understanding of their needs and that care was tailored and adjusted when required, showing flexibility and responsiveness. For example, if a person was not ready for their supper, carers prepared this and left it within reach so the person could have this when they wished to do so.

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.

Information about healthcare professionals involved in people’s care was recorded in care plans. Staff knew who to contact if there were any concerns or if they needed advice about health needs.

Staff worked with other providers to make sure people had their planned care. Staff were responsive to people’s circumstances and adapted to join-up with other services.

Systems were in place to monitor and review care to ensure that care plans and staff were up to date with what support was required to meet people’s care and support needs.

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

The provider ensured people, their relatives, and relevant professionals received timely and accurate information about care and support arrangements. Information was shared in a clear and accessible way to help people understand the services available to them and make informed decisions.

Care plans detail how best to communicate with individuals, and how this can differ, for example if the person is in pain, communication styles may need to change.

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.

Felt Care Ltd do not seek feedback through regular satisfaction surveys but did encourage people they support to leave feedback online. This was then reviewed and any necessary action taken. Records demonstrated people had taken time to share their views and comments were all positive. Where positive feedback had been given, it had been shared at staff meetings.

From a review of records, it was clear that people were able to make choices and were actively involved in decisions about their daily lives. Staff demonstrated a strong understanding of the care needs of people they supported.

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

Staff were responsive to people’s needs and ensured they received care and support in line with their preferences. Records showed that people had access to services, including healthcare, and were supported in a timely manner. Care plans contained names and contact details of named professionals involved in people’s care which made for ease of contact if required.

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.

The provider ensured that all people experienced consistent, high-quality care, regardless of their background, needs, or circumstances. Care plans were personalised to reflect people preferences and any specific requirements, helping to ensure equitable outcomes for everyone.

The management team monitored outcomes through reviews to identify and address any disparities, ensuring that everyone received the support they needed.

People and their relatives reported feeling valued, respected, and treated fairly.

People were not always 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.

Care plans lacked detail around end of life and how they would like to be supported and people we spoke with told us they had not discussed this with the service. It was not clear if this topic had been discussed as it was not documented in people’s care plans. Of those asked, nobody had yet contributed to an end-of-life plan or stipulated any wishes, although some seemed to have taken some steps towards considering this.

When discussing end of life planning with people, they told us, “It’s something I haven’t discussed with them.”