Faiths 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.At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 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.

People’s care plans fully reflected their physical, mental, emotional and social needs. They were person centred and had been developed in consultation with people and their representatives. People told us staff and leaders knew them well and put them at the heart of how their care and support is delivered. A person said, “We [Person and care staff] get on really well, we have a laugh, they talk to me and ask me if I’m alright.” Another person told us, “I am very lucky, if there is someone new [care staff] they are introduced to me, I have a laugh with them all. If they didn’t treat me with dignity and respect, they wouldn’t be here.”

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.

People received continuity of care from a consistent staff team that knew them well. Visit data confirmed this. Care was delivered in line with people’s funding and commissioning arrangements and the registered manager had good oversight of visits to ensure any concerns about visit times or durations would be promptly identified and addressed.

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

Assessments were completed when people started using the service and captured information about sensory impairments including hearing and vision loss. They also described any equipment or aids used to support communication, such as hearing aids or glasses. Assessments were used to develop care plans which captured people’s specific communication needs so important information could be provided in a way they understood. Staff understood how to share information with the people they supported. Relative feedback confirmed this.

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.

Regular surveys were sent to people using the service and their representatives to gather feedback about the service and findings were followed up promptly. People and their representatives said they rarely needed to raise concerns but knew how to do so and were confident the service would act on them.
 

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

People and their representatives told us the service was reliable and visits were not missed or cancelled. They told us although care was rarely delayed, they were always kept informed if it was. A person said, ““They [Care staff] come at the time I’m expecting them, no missed calls. If delayed, the manager calls me.” The service worked flexibly with people to ensure their care and support needs didn’t cause barriers to accessing healthcare. A person told us, “If I have a doctor’s appointment, they make my calls a bit later.”

There was an on-call system in place for any contact outside of normal working hours to ensure people could contact the service in case of an emergency or for urgent help. People told us this system was effective.

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.

People had good outcomes and experiences of the service regardless of their needs, backgrounds or protected characteristics. People and their representatives told us they were treated fairly and equitably. Comments included, “100% treated fairly. If not, we would have changed companies”, and, “[Person is] absolutely treated fairly.”

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.

Leaders told us they always encouraged people to engage in sensitive conversations about their end of life wishes and demonstrated a good understanding of the importance of these conversations to ensure people experienced dignified care during the later stages of their lives. They respected people’s rights to decline to discuss the topic but told us they kept this under review. Where do not attempt cardiopulmonary resuscitation (DNACPR), Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) and Proactive Elderly Advance Care (PEACE) plans were in place, these were clearly recorded in care plans to ensure any advance decisions could be respected at the time of death or dying. End of life care plans were person centred and included a focus on symptom control, comfort, and dignity.