Fennell 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.

At our last assessment we rated this key question as good. At this assessment the rating has remained as 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.
Each person had a detailed care plan which provided staff with information about how to meet people’s needs and preferences. These were regularly reviewed and updated, including when people’s needs changed.
Staff knew people’s preferences well and we observed staff being very responsive to their needs and wishes. People had a good quality of life, and their care was individually tailored to them. One person was keen to tell us that they were happy living at Fennell Court by showing a big smile on their face.
Relatives told us, "[Person] calls it home," "[Person’s] got independence," and "[Person] engages well with the staff."
 

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 worked as a team and communicated effectively through detailed records, handovers and ongoing discussions. This ensured any changes in people’s needs were promptly recognised and responded to, with a shared understanding across the team.
People had received annual health checks and medicine reviews, where appropriate, and people were supported to attend health appointments.
Staff told us they had planned keyworker time to support people with their interests and days out, for example, shopping, attending hairdresser or walks in the park.
 

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

People’s care plans contained information about their communication needs, and staff shared relevant information with health partners where required.

Information was available to people in easy read, picture formats and Makaton which supported them to make informed decisions about their care. Makaton is a communication programme using symbols signs and speech to support communication.

The registered manager and staff shared information with people’s families to ensure they were kept up to date about their family members’ health and wellbeing. Comments from relatives included, “They update me by email or text," and "They will let me know about any falls or anything."

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.
The registered manager told us they undertook surveys for people and their families. The feedback was shared with staff at team meetings and any actions needed were included in the provider’s quality compliance action plan.
Relatives told us they knew how to report concerns; "The manager is good and I know I can raise anything,” and “They deal with things quite quickly."
Regular staff meetings were held and staff told us they felt able to raise any concerns with registered manager, “I feel free to raise anything, I would probably discuss with seniors first and then if needed would talk to registered manager or deputy” and “Happy to raise concerns with management and they do listen to me.” However, staff also told us, “Always confident to speak up when somethings not going right, registered manager does listen but sometimes actions are not taken, outcome not always there.”
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
People were supported to access a range of community events or activities within the home.
Reasonable adjustments were made to meet individual needs, and flexible approaches ensured people could access care in ways that suited their preferences.
Staff received training on Equality, Diversity and Inclusion and used this knowledge to ensure people did not experience discrimination and their rights under the Equality Act 2010 were respected.
 

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.
The registered manager and staff team worked to improve people’s overall quality of life, ensuring they had the same opportunities as people who did not use services. For example, social activities, accessing health services and maintaining relationships with family and friends.
Care plans included information about people’s preferences and staff showed a good awareness of what discrimination meant and how to challenge any concerns. This meant people experienced equitable outcomes, as barriers to participation, independence and wellbeing were actively identified and addressed.
 

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.
Details around people’s wishes and decisions were recorded in their care plans. These included any outcomes and goals for the future. At the time of the assessment, no one using the service was receiving end of life care. Care Plans were reviewed with people and their families each year and adapted to ensure they remained relevant and responsive over time.