Fanco LTD Rotherham

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 was the first assessment of the service. We rated this key question as good. This meant the provider organised and delivered care well to meet people’s needs.

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 placed people at the centre of their care and support and involved them in decisions about how staff responded to changes in their needs. Staff involved people and, where appropriate, their relatives in care planning and reviews. Staff updated care plans when people’s needs changed, which helped them provide responsive and individualised support.

Staff understood the principles of person-centred care and described how they applied them in practice. They knew people well and spoke confidently about their needs, preferences, routines, likes, dislikes and interests. Staff used this knowledge to provide support that reflected what mattered to each person.

Staff supported people to maintain their independence, make choices and remain involved in decisions about their care, health and wellbeing. They also helped people access healthcare and professional advice when needed.

The provider understood people’s health and care needs and worked with other services to provide coordinated and flexible care that supported people’s choices and continuity of care.

Staff and managers worked with mental health teams, local authority social workers, GPs and hospitals to coordinate people’s care and respond to changes in their needs. They shared relevant information with these professionals when needed.

The provider used an electronic care planning system to record and share up-to-date information about people’s care and support. The system alerted staff to changes and gave managers access to daily care records. Managers reviewed and audited the records to monitor the quality of the service.

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

People’s communication needs and preferences were clearly documented in their support plans. These were identified during initial assessments and transition arrangements. Staff understood people’s individual communication needs and recognised the importance of effective communication when providing person-centred support. Staff explained they helped people to understand information by discussing it with them in a clear and accessible way, and they sought support from the managers if additional clarification was required.

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 in response to their feedback. Staff understood how to support people to raise complaints. They said they would try to resolve concerns or report them to the office. The service had a complaints policy and made people and their relatives aware of how to raise concerns. The provider had a system to record, investigate and respond to concerns.

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

People told us staff supported them to access the services they needed. Staff provided easy-read documents where required and involved people’s families or advocates where appropriate.

The registered manager was aware of how to ensure people could access services when they needed to, without any barriers, including outside normal working hours and in an emergency.

Staff and leaders actively listened to people who were most likely to experience inequalities in their care or outcomes and tailored care, support and treatment in response. The provider’s policies and procedures promoted equality, diversity and human rights. Staff told us they received equality and diversity training during their induction, which gave them the awareness, skills and knowledge to meet people’s diverse needs. The provider’s recruitment and employment processes promoted equality and did not discriminate against people with protected characteristics. Staff treated people as equals and created an inclusive environment. They understood and responded to people’s individual needs and identities.

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.

Staff supported people to consider their future care preferences and respected their choices about whether to have these discussions. The service responded to changes in people’s circumstances by identifying and escalating concerns about health, medicines, accommodation and safety. Staff worked with relevant health, social care and housing professionals to share information about risks and support future care and discharge planning.