Favour Health Ltd - Cornwall

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 newly registered 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 treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People told us they were happy with their staff and one person said, “The staff look after me”.

During our visits, people were relaxed and comfortable with their staff and confident in their interactions. Relatives were complimentary of the service’s approach and told us, “[My Relative] seems to be doing quite well” and “The care is good”.

Staff were attentive and responded positively to people’s requests. They recognised and celebrated people’s achievements and valued the independence and skills people had gained.

Professionals were complimentary of the service’s approach and told us, “My observations of care staff are that they are very attentive and have built good relationships with the people they support”.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were encouraged and supported to express their individuality and staff valued people’s decisions. Where people changed their minds in relation to decisions made previously these choices were respected. Staff told us, “Whatever [Person’s name] says we listen to” and “I say what do you want to do and let [person's name] decide what to do. If they want to go for a walk that is what we do”.

The director and registered manager described how individualised support had impacted positively on people’s wellbeing, enabling them to gain new skills and access new experiences. The registered manager said, “I am proud of the work we have done and that [the person] is living independently. [The person] has a good quality of life and is able to live at home”.

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

Care plans included guidance on how to present information to people to support their decision making. Relatives told us, “They seem to understand [my relative’s] needs well”.

Staff were keen to support people to do things for themselves and recognised how supporting people to gain new skills, impacted positively on their wellbeing. Staff told us, “With time we have learnt what [Person’s name] can do for themselves and we encourage them to do things for themselves” and “[The Person’s] quality of life has change dramatically. They are now able to [complete a specific task]. Able to gain skills and happy to go out. There has been a significant reduction in incidents”.

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 attentive and responsive during all our meetings with people. While accessing the community, staff identified that the actions of a member of the public were impacting on a person’s wellbeing. Staff immediately responded to this situation, providing effective support and reassurance to the person to help them manage their anxiety.

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

Staff were complimentary of managers and the support and guidance they provided. Staff said, “It's a good place to work” and “I think the managers are good, they listen”.

Managers valued and celebrated staff achievements. Relatives had nominated staff for recognition via a local award scheme, and one staff member’s outstanding contribution to care had been recognised.

Staff told us they were not pushed to take on additional shifts and reported that they normally only worked their contracted hours each week. Staff comments included, “I do about 40 hours a week, sometimes 50, not more” and “Roughly 48 or 50 hours a week. I do overtime if I can”.