Forget Me Not Caring Limited

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

People’s care was person-centred. The provider sought advice and made referrals to other healthcare professionals when appropriate in order to support people’s changing needs. Staff provided people with information in different formats depending on their needs. People were encouraged to give feedback about their care.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff understood the importance of providing person-centred care and knew how to access information about what was important to people. One member of staff told us, "In the care plans we have all the main things you need to know about the person, their personal history and how to they wish to be supported."

We observed people receiving personalised care and support which met their individual needs and preferences.

People received personalised care and support. People told us they were able to make choices about what they did and staff supported them to do the things they enjoyed. Relatives were generally positive in their feedback about how person-centred people's care was. However, we received some mixed feedback about group activities and whether people were supported to enjoy more individual activities which reflected their personal preferences. One relative told us, "I think sometimes they may suggest activities that suit the whole house rather than just [person], they could look at [person] as an individual, rather than everyone together."

Health and social care professionals provided generally positive feedback about how staff collaborated with them to ensure care was well coordinated. Comments included, "They are helpful in terms of updates and discussing the issues and good at understanding treatment changes" and "I have found staff to be very accommodating to professionals in organising visits and forthcoming in sending recording sheets in a timely manner."

The provider had processes in place for coordinating people's support to ensure continuity. This included reviewing people's care plans and arranging multi-disciplinary meetings with other health professionals to ensure effective information sharing and collaboration.

Staff were able to tell us how they involved people and those important to them in planning and reviewing their care. The provider told us they worked collaboratively with people, those important to them and other health professionals to provide joined up care which provided continuity as people's needs changed.

People were provided with coordinated care. People's care plans contained information about who was involved in their care and how they should be consulted to ensure continuity of support.

The provider considered people's communication needs as part of their initial assessment process. Communication care plans were in place, although some of these lacked detail. The provider told us they were continuing to update people's communication plans and were exploring further training to support staff in understanding how to communicate and provide people with information more effectively.

Staff were able to tell us about people's communication needs and how to share information. Comments included, "We can put information into easy read and we can explain it" and "[Person] has an activity board we use and we give [person] enough time, so they can process and speak."

People received information in appropriate formats. People showed us their easy read guidance and pictorial daily planners. People's care plans contained information about their communication needs and preferences. We received mixed feedback from relatives about how well staff engaged with people who did not communicate verbally, with some relatives feeling staff would benefit from further training to better understand how to communicate effectively.

People and relatives told us they felt comfortable sharing feedback and raising concerns. Comments included, "I have no concerns raising complaints or telling them how I feel," and "We’ve got contact details for management and if we’ve got concerns we write it up and send it in." However, we received some mixed feedback about how well the provider communicated when concerns were raised. Comments included, "We always put it in writing because they are not good at getting back to us so we like to have proof. Feedback is not good generally" and "It’s so difficult to get information and our messages are not passed on.”

Staff spent time reviewing people's care with them through regular house meetings and keyworker meetings. Staff told us they used different methods to engage with people and make sure their feedback was heard. One member of staff said, "We often sit around the table and chat as a group, for example at dinnertimes. I will intervene and say to [person], 'What would you like to say about that?' or 'What do you think? ' I try to get [person's] voice out there as much as I can."

The provider had systems in place to support people to give feedback. There was a complaints process to follow and people had access to an easy read version of the complaints policy. The provider sent out satisfaction surveys to people, relatives and staff and used their feedback to identify areas for improvement.

Staff understood people’s right to equity in accessing care and support. Staff knew how to tailor their support and make adjustments dependent on people's individual needs.

People were supported to access appropriate care and support services which suited their individual needs. When and how people received their support was adjusted where possible in order to meet their individual preferences.

The provider had policies in place to ensure compliance with human rights requirements. This included consideration of the needs of people with different protected characteristics and how to make reasonable adjustments to ensure equity. Staff read the relevant polices as part of their induction and the provider promoted continual learning and reflection through their monthly team meeting discussions.

People and their relatives were involved in discussing their care with staff to ensure they were receiving the right level of support and were able to access services appropriate to their support needs.

Staff understood people’s human rights and their right to equality. Staff supported people to engage with community activities and services which met their individual needs and preferences. The provider supported people to access appropriate healthcare to ensure their physical and mental wellbeing was reviewed and support gained when needed.

Staff reviewed people’s care and support records to ensure they continued to meet people’s needs. The provider liaised with other healthcare professionals such as the GP, occupational therapists, and the community learning disability support team to ensure people had appropriate support in place when required.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.