Fountains Court

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 71 (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 did not always make sure people’s care plans reflected their support needs and choices, including any changes to these. People received person-centred care from staff who knew them well, but records did not always reflect this. For example, one person’s care plan contained information that was no longer relevant to their care. For another person, contradictory information was recorded on the type of support they needed. We spoke with the registered manager about this, who said immediate action would be taken to review and update records. People, relatives and healthcare partners told us staff provided person-centred care. One person said, “The staff are nice and very helpful.” People were able to access a range of personalised activities, which they spoke positively about. Comments included, “There are always things going on, sometimes I do them” and, “You can do activities, whatever you want.” An external professional said, “Every time I have attended I have seen staff sitting with residents and ensuring they are engaged in something stimulating.”

The provider understood the diverse health and care needs of people, so care was flexible and supported choice and continuity. Staff knew the people they supported well and worked effectively with healthcare partners to provide care that responded to their needs. One healthcare partner told us, “Overall 5 stars, I wish all the care homes I deal with were like this.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. This helped people to feel involved in their care and how the service was run.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. People and relatives gave us examples of where they had done this and issues raised had been acted on. One person said, “They ask how we are doing and what we think.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Healthcare partners were regularly involved in people’s care, and their advice and recommendations were acted on. One relative told us, “It is wonderful here, [named person] is so well cared for.”

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 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. Systems were in place to ensure people’s wishes were sought and documented.