Flair Healthcare Ltd

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Feedback from people relatives and professionals regarding the service and staff was positive. Relatives told us, “Nothing is too much trouble for them [staff].” and “The staff culture is that they are genuinely caring, supportive and attentive.” A professional told us, “Staff members have presented as kind, respectful and person-centred.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. The service adapted their approach based on the individual needs and preferences of the people supported. People and their relatives were involved in care planning to ensure care preferences were recorded. Regular spot checks of care were undertaken to ensure care remained in line with people’s preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The principles of the Mental Capacity Act 2005 (MCA) were understood by the registered manager and there were processes in place to review people’s capacity in line with the MCA. The Mental Capacity Act 2005 (MCA) provides a legal framework for making particular decisions on behalf of people who may lack the mental capacity to do so for themselves. The MCA requires that, as far as possible, people make their own decisions and are helped to do so when needed. When they lack mental capacity to take particular decisions, any made on their behalf must be in their best interests and as least restrictive as possible. We found the service was working within the principles of the MCA. People’s relatives confirmed that staff understood how to support people to make decisions, a relative told us, “Staff explain to [relative] what they are doing, they always involve her and give her choices.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People’s relatives spoke positively about the services ability to adapt to the changing needs of individuals. Relatives told us, “From our point of view, the care has been transformative to [relative].” and “I recommend them to everyone, they understand his dementia, they have enabled [relative] to feel confident at home.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff spoke positively of their experiences working for the service, they told us they felt supported and listened to. Staff told us, “The company encourages staff to develop.” and “The way we are treated [at work] makes it feel like a family where every opinion matters.”