First Support Care

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 newly registered service. This key question has been rated outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 96 (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 was exceptional at making 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 exceptionally individualised care. A staff member said, “Person-centered care means putting the individual at the center of decisions and ensuring they have choices in what care they would like, respecting their choices, values, and needs, and tailoring support to suit them individually.” People were extremely happy with the service and relatives told us staff had improved their loved ones and their own quality of life. People were provided with continuous staff, who knew them well and could communicate with them. A relative said, “Staff are always on time, they are really good, they are really caring, reliable and it has been a regular team, which we like. I wish we could have them for longer. They have learnt [name’s] habits and know what is important to them. People always say we are very fortunate with the care [name] has, it isn't usual for people to have consistent carers. I was struggling before.” We received excellent feedback from professionals about how staff provided person centred support to people and how staff treat people.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People were supported by a core staff team, relatives told us they received the same staff, which allowed staff to get to know people well and provide a continuity of care for them. Relatives told us they trusted staff and staff always arrived on time. A relative said, “Staff have an online app, which tells them what to do. [Name] has daily physio and they have trained the care staff so they can do it when they have symptoms. I sort health appointments out, but if I can't go to appointments, they will assist me with this. Staff support [name] with their Muslim religion, they support them with daily prayers and their outfits, they are very respectful of this. They do personal care and put on their head scarf before they do prayer.” Relatives told us staff stayed with their loved one's for longer than their allocated call times if needed, and the service was flexible and moved call times if they wished. A professional said, “First Support Care Ltd are proactive, they listen, care and act by putting their customers first.”  

The provider were exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service was innovative to ensure best practice was in place to meet people’s individual communication needs. People had access to information about the service in their preferred language. People had detailed communication care plans in place, which gave staff guidance about how to effectively communicate with people and promote their choices and decision making. One person was supported through the use of communication cards; to enable them to make day to day choices and they were supported by staff who knew them well and could communicate effectively with them. A relative said, “[Name] uses communication cards to help staff to communicate with them. They have learnt [name’s] habits and know what is important to them.” Another relative said, “It is very community based, best thing is they speak the same language as us all.”

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result. People felt listened to, by staff who were compassionate and knew them well. A staff member said, “Person centred care means we adapt care to meet each person’s specific needs and preferences.” People had opportunities to feedback about their care, and changes were made in response to this. For example, 1 person was concerned about their garden and keeping the garden tidy, staff sourced a gardener for this person to support them. Another person's relatives told us staff assisted their loved one with their household bills and this had helped them. Complaints and concerns were effectively recorded, actioned and responded to. A professional told us, “I have observed staff giving options and choices, effective listening skills, adaptable approach to help service users and their families to express their views, wishes. Service users and family members acknowledged their good service.”

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it. A relative said, “Staff prepare food in line with their religious needs. They are fantastic and have helped us a lot with this care package, they are great. I have noticed if I give them a call, they are easily accessible. Even if they need to stay extra, they do this, they let the managers know and this is approved.” Records evidenced staff worked closely with a range of external professionals, to ensure people had their needs met. For example, staff had worked closely with occupational therapists (OT's), to ensure a person had a ceiling hoist fitted, to enable this person to be safely moved around their home. Staff worked closely with physiotherapists, to ensure another person received good healthcare. Where people required emergency healthcare support, records evidenced staff sought medical attention for people.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. People had details outcomes and goals in their care plans, this included people's wishes for their day to day lives and future aspirations. One person's care plan detailed how staff supported them to retain their independence. Another person expressed a wish to have female staff as they felt more comfortable, and this was always provided for them. Where required, staff supported people to access the community and retain their relationships with family and friends. Records evidenced staff had assisted people to do their shopping and go out for walks.

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's cultural and religious needs were considered, when planning for their future care. People were involved in planning for their day to day and future goals and aspirations, and where people had lasting power of attorney's or had made future decisions about their care, this was included in their care records. At the time of our assessment, no one was receiving care at the end of their life.