Forward 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 the provider met people’s needs.

This is the first assessment for this 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.

People received person-centred care which met their needs and reflected their preferences. Staff knew people well and were able to describe how they liked to be cared for and about people’s interests. People regularly met with a key member of staff who helped them review their support and discussed changes they wanted. The provider was responsive when people’s needs changed, updating care plans when needed.

People took part in a range of activities which reflected their interests. Staff supported people who wanted to take holidays.

People told us they were happy with their care. Their comments included, “Staff are a positive influence on my mood” and “Staff give me advice on how to live my life and stay well.” Comments from relatives included, “[Person] goes to shops and cafes. They go for a walk” and “This is one of the best places that [person] has lived.”

People were supported by familiar staff who knew them well. Staff worked closely with other professionals to ensure people received continuity of care. People were able to access the care and support they needed both at the service and in the community. Staff, people using the service and relatives had access to out of hours support when they needed this.

People received information they needed about the service and their care. People had copies of their care plans when they wanted them. The provider developed a newsletter which they shared with people using the service, relatives and staff. This included information about fun things people had done, plans and tips for people to stay healthy, safe and well. There was also a feature celebrating the things people had achieved.

Staff assessed people’s communication needs. They supported people in person-centred ways to make sure they understood information and could communicate their needs clearly. For example, staff used pictures, objects of reference, different languages and sign languages when needed. Staff told us that 1 person found it difficult to speak directly to others. They supported the person to use their computer and portable, handheld 2-way radios so that they did not have to speak in person when they found this uncomfortable.

Relatives told us they were well informed and had the information they needed about loved ones. Their comments included, “Communication is good. They always keep me informed” and “They always give me a ring and tell me about risks of if [person] is not well.”

The provider listened to and involved people. People took part in interview panels for new staff, they made decisions about their homes, and how they spent their time. There were regular meetings for people living together. Comments from people included, “We have residents’ meetings once a month. Staff go through an agenda like fire safety, planning activities and holidays”, “Staff listen to me and help me plan how to achieve things” and “Staff act on feedback following tenants’ meetings.

People told us they knew how to make a complaint or discuss any concerns with managers. There was an appropriate complaints process. The provider had investigated and learnt from complaints and other feedback. A person explained, “If I needed to make a complaint, I know there is a complaint box on the wall, but I haven’t needed to use it.”

Staff ensured people experienced seamless care and were able to access the services they needed. For example, ensuring people had support to access healthcare services. Staff advocated for people and ensured healthcare partners made reasonable adjustments Comments from people included, “Staff advocate for and support me when I meet other professionals”, “Staff took me to the dentist because I didn’t know where it was” and “I can to do things on my own but I am apprehensive about going to new places and staff will take me there for the first time.”

Staff supported people to have equity in experience and outcomes. They undertook training about equality and human rights. Support plans included information about people’s personal history, interests and goals.

Staff assessed and planned for people’s diverse needs. People experienced good care and support because staff actively removed barriers people faced. For example, supporting people who had never been abroad to go on holiday. The registered manager told us, “Many people enjoy at least 1 holiday a year enabling them to explore new places, develop confidence, build independence, and create meaningful life experiences.” Staff liaised with people and their relatives to make sure they felt their needs were being met.

Staff encouraged people to celebrate their culture, identity and religions and to take part in special events like Pride and cultural events.

Staff supported people to plan objectives and think about their future. Some people were supported to work towards greater independence. Key staff supported people to set their own goals including long term plans. These were regularly reviewed.