Flexible Support Options Ltd, Shiremoor Farm House

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

This service scored 82 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff promoted an exceptionally strong person-centred culture where people were at the heart of the service. There had been significant improvements to the well-being of people due to the person-centred care they received. 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 were aware of and had an in-depth understanding of people's needs, anxieties and aspirations. They established consistent and trusting relationships with people which enabled people to relax with the support provided. A relative commented, “[Name] does not like staff, they will not respond well to them however [Name] seems to like their team and is relaxed with them.”

Due to the compassionate support of staff, people flourished and enjoyed an excellent quality of life. There was a very strong culture of empowering people. Independence and autonomy were promoted, and this was at the centre of all care and support that people received. There were several examples of where people had flourished and become more independent in terms of physical or emotional well-being. For example, learning to travel by public transport, being supported to live more independently, being supported to go on holidays in this country and abroad. Care plans were exceptionally detailed with a consistently high degree of personalisation and provided staff with an excellent guide to understanding each person. People and relatives’ comments included, “I like going to Ginerera for coffee with staff”, “I went on holiday with [Name] and a staff member to South Africa, the carer was brilliant they managed everything in an incredibly professional way including [Name]’s moods and medicines. I think the organisation is amazing”, “The service has had a positive effect on [Name]’s life”, “Staff take [Name] out and help with [Name]’s welfare they are really caring, particularly at the moment because [Name]’s (family member) is very unwell” and “[Name] goes on long drives" and "Staff support [Name] with their interest in space magazines and watch and discuss films with [Name].”

Staff at the service 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 was available and shared between services as needed to ensure people's care and treatment needs could be assessed and met. People’s care records showed how their care was planned and delivered with continuity, inclusion and a holistic approach to people’s needs. This included, for example, how people were supported following a hospital stay caused by a decline in health or an accident. A professional commented, “I have good access to staff to offer support with individuals we work with. Staff are responsive in attending training we provide.”

The registered manager supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service excelled in empowering people to communicate so their voice could be heard. Staff used a range of tools and ways of communicating to engage meaningfully with people through touch, sounds, light, verbally, pointing, eye gaze and using pictures. Accessible information was available to people so they could see their achievements, what their goals were and information around decision making. Without exception, everyone using the service had pictorial goal plans, which included photographs, communication styles, preferences, likes and dislikes.A person commented, “I am talking to the staff more, using voice notes with staff is really good because I find it easier.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. The registered manager took complaints seriously, investigated and provided a timely response. All complaints were dealt with in line with the providers complaints procedures. People and relatives told us they knew how to make a complaint. Comments included, “I’ve no complaints” and “The managers are very approachable, I would know who to contact.”

Staff involved people, their families and friends in a meaningful way. People and their relatives had opportunities to provide feedback through surveys and an open-door policy. The information gathered was used to improve the service.

Staff made sure that people could access the care, support and treatment they needed when they needed it.People's care records showed they had access to care, support and referrals were made for treatment when they needed it. Care records included information around people's sensory and communication needs.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Care plans were detailed and included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain. A relative commented, “[Name] comes to me every Wednesday for their tea.” Relatives and people told us they were confident to speak with staff and the leadership team about things which mattered to them and impacted on their health and well-being.

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 wishes to remain in their own home were respected when they neared the end of their life. A relative commented, “I am involved in all aspects of [Name]’s care and I have been asked about arrangements for when they pass away.”