Flair 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 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 their relatives were involved in care planning. Feedback was regularly sought from people and relatives to ensure care remained in line with their preferences and expectations.

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. Staff and managers understood how and when to refer and seek support from health and social care services. Records were readily available to share where needed, for example if a person was admitted to hospital.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and their relatives were in regular contact with the service. People’s care plans contained information about their communication needs and preferences, and these were adhered to. The service had a handbook in place for people and staff, and people’s care plans included a useful contacts list for the provider and local health and social care services.

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 their relatives were involved in care planning and any required changes to care that took place. Relatives confirmed that they were in regular contact with the service and were kept up to date with changes. A relative told us, “They are in touch all the time.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported to access health and social care services where required. People’s needs and preferences in relation to communication were clearly documented and adhered to.

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. Where required, the service ensured practical support was in place to access community services. For example, when people required referrals to health and social care services, the service would complete these. Information about people’s communication needs was documented and was available to share with appropriate services to reduce barriers to access.

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. People had the opportunity to make their future plans known and to document these in their care plans. Care plans were person-centred and contained relevant information regarding DNAR (Do Not Attempt Resuscitation) decisions and important friends and family members. Staff received training in how to support people receiving end of life care.