Bury Council - Falcon & Griffin Extra Care Scheme

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.

At our last assessment, we rated this key question good. At this assessment, the rating has remained 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 were supported by a small, stable staff team. From our observations, we found staff clearly understood people’s individual needs and preferences. Work was being completed to further enhance people’s care records. We saw some plans included a pen picture and information reflected the person’s wishes.

Feedback from an external professional reflected on how the team provided a personalised service for people. We were told, “One of the most notable strengths of Falcon and Griffin is their flexibility in meeting the diverse and evolving needs of people. The management team and care staff demonstrate a clear understanding and adapt to people’s changing circumstances, preferences, and health conditions.”

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 told us people were encouraged to access the local and wider community, where able. One person told us they were a member of a local group and took part in activities away from the service. Others enjoyed the social interactions with other tenants across Falcon and Griffin. Managers and staff recognised the importance of this, helping to promote people’s health and well-being.

Staffing arrangements were stable, providing good continuity in care. Staff told us they worked closely with health care teams, people, and their families, where appropriate, so people received the care and support that met their individual needs.

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

Up-to-date and accessible information was displayed in communal areas, so people were kept informed. An external professional told us, “Notices include details about activities, staff on duty, health, and safety guidance, and contact information. This transparency helps people feel informed and involved, and it supports professionals in understanding the day-to-day running of the service.”

People were provided with information advising of services available so information was made accessible. This includes translation services and information in different languages and fonts.

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 were aware and had information to guide them should they need to raise any issues or concerns. People felt confident in raising any issues or concerns and felt these would be appropriately responded to. We were told, “If we have any problems, the manager sorts it for us” and “If I needed to complain, I would go to the manager or the carers.” An external professional also spoke about the registered manager’s responsiveness when matters were brought to their attention, adding, “[Registered manager] has consistently demonstrated professionalism. She has always been contactable and quick to address any concerns I’ve raised about clients, which has been greatly appreciated.”

Opportunities were provided to engage and involve people in the service. An external professional told us, “We have regular joint tenant meetings so tenants can express their views, share ideas, and raise any concerns they may have.”

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

People received the care and support needed, considering their individual assessed needs and wishes. People had access to external health care and social care professionals as and when they needed them. Professionals spoken with told us the provider made sure people could access the care and support they needed when they needed it.

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’s care plans contained information about their individual wishes and preferences in relation to their social, cultural, and spiritual needs. Staff understood people had a right to be treated equally and fairly, to receive care and support that met their specific needs. Staff received training in equality and diversity, which helped them make sure people were not subjected to discriminatory behaviours and practices.

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.

We were told people’s wishes for their end-of-life care, including their spiritual and cultural wishes, would be discussed and recorded in their care plan. Staff said they would work in partnership with people’s GP and other health care professionals, ensuring people had access to specialist advice and guidance regarding their care at the end of life.

One relative we spoke with whose family member had lived at Falcon and Griffin told us, “I am and will always be deeply grateful for the safe, caring environment that supported both [person ]’s physical and emotional well-being right till the very end. On their final day, they [staff] were outstanding, showing compassion, assisting to maintain his dignity, whilst also supporting me.”