Fixby Healthcare 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 newly registered service. This key question has been rated 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. Relatives told us, “Every single one (staff) is good, caring and supportive. They show they care.” and “The care provided has been professional, friendly and supportive throughout. The relationship built between Fixby carers, [person] and the rest of the family has always been positive.” The registered manager said, “We make sure care plans are person centred. When formulating a plan, we involve the person and their families. We will read the care plan to people and ask them to sign it if they can.”

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. The registered manager said, “We provide information to people for example, if someone is not eating well, we provide information to say this is what you need to do. They may need to see a dietitian or the GP for support. If their skin is broken, we can provide information and refer them to a tissue viability nurse.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People were able to access their care records when they wanted to, and regular review meetings were held with the service to determine if there were any changes required. The registered manager told us they read people’s care plans with them and their families to ensure their needs were being met and we saw evidence of this. At the time of our inspection the registered manager told us they were not supporting anyone who required information in different formats.

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. The registered manager said, “We can ask people to put their concerns in writing and we reply within 24 hours and investigate what happened and will then inform them of our findings and what actions we have taken. We haven’t really had any formal complaints. We have had one about the carers coming and leaving early. [They] asked us to check, and I looked into it and spoke to the relative.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. For example, the registered manager told us how they supported someone to do activities out of their home. The registered manager said, “One person wanted to go out but there were steps outside which the client couldn’t manage so we discussed this with the family, and they put a ramp in and then they were able to get out of the home.”

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. Staff had a good understanding of the people that were most likely to experience inequality in experience or outcomes and take steps to minimise barriers to inclusion and positive experiences. The registered manager said, “We do reviews and send links for people to review our services. When we receive them, we work through them and take any feedback seriously and act upon it to improve our service. Negative feedback helps us to grow and to become better.”

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. The registered manager said, “When we do our initial assessment, we ask if people have any wishes or preferences for their end of life wishes. Some people don’t want to talk about this.” One relative said, “They have never let us down coming 4 times a day and when [person] needed sudden care, they came and did it. They are tremendous, they are superb.” Staff from the service were recently invited to a celebration of a person’s life and the family provided lovely feedback. The registered manager said, “We all felt like family together.”