Fernsby Brookes Limited

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 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.

People and relatives told us they had been involved in planning their care and reviews. One person said, “The care the agency provides is always person centred.” A relative told us, “The care given is always responsive to my son’s complex needs and me as his Mum. We are able to collaborate effectively to meet my son’s needs. The company are very efficient.”

Care records were person centred and included people’s individual needs, preferences and routines and were accessible to all staff. One staff member told us, “We speak with the client and with permission their family and check if everything is working well or if anything needs to change."

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 were supported to obtain help from health and social care professionals to ensure they received the care and support needed to achieve positive outcomes. Staff advocated for those people who required support to express their needs and wishes.

Staff worked well with external agencies to ensure people received continuity of care where there was an overlap in their care provision. One person told us, “My care arrangements involve different providers and works well. I feel safe, I had never used an agency before and didn’t think they could be so good. I am really impressed with Fernsby Brookes."

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

People’s communication needs were recorded in their care plans including if the person used hearing aids and were reliant on facial expressions, body language and visual prompts to aid their understanding.

Information was available to people in a format, accessible to them. For example, pictorial care plans and leaflets which contained important information about the service.

If required, written text could also be translated or enlarged to provide people with information.

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.

People and relatives had opportunities to offer suggestions and give feedback about the service during regular phone calls with a member of the management team. One person told us, “The manager rings me every 3-4 weeks to check I am happy with everything. I cannot speak highly enough of this company, they are excellent.” The management team used feedback received to identify areas for improvement.

People and relatives knew how to complain, if needed. We saw when complaints had been received these had been recorded and responded to promptly by the management team, in line with the provider’s policy. One staff member told us, “If a client tells me about a complaint when I am in the community (doing care calls) I would immediately get more information so I could understand fully. Then I would do what I needed to resolve it. Any concern or issue must be recorded on the system."

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

The management team understood how to access specialist support should this be required and had developed links with the local health and social care teams.

Staff confirmed they were kept up to date about any changes in people’s care and support. One staff member told us, “Communication is very good here. We talk face to face or on the telephone and we can also send messages on the electronic care system."

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 and relatives told us they were happy with the support provided by Fernsby Brookes Ltd.

Care records included important guidance and agreed strategies for staff to encourage and support people to achieve positive outcomes when the person may be experiencing periods of low mood or lack motivation.

Staff had received training in equality and diversity and demonstrated a commitment to promoting people’s rights and choices when supporting them.

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.

Staff worked in partnership with health professionals to support people to make informed decisions about their end of life wishes to ensure the service provided this in line with the person’s wishes, in a dignified way.