Firstchoice Consultancy 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

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 support, and choices they decided, in partnership with people, how to respond to any relevant changes in their needs.

People’s care plans were person-centred and reflected how they wished to be supported. The care plan provided staff with details about the person’s support network, important things to them, their strengths, preferred food, allergies, activities including indoor and outdoor, and the level of support required on daily basis. A person said, “I have a nice chat with my carer each time they visit me. We discussed what needs to be done. They prepare my breakfast the way I tell them.” A healthcare professional said, “Care delivery is tailored to meet the specific needs, wishes, and outcomes of the individuals”.

People given opportunities to feedback about the support they received and make suggestions.

Staff told us they knew how people liked to be supported and gave us examples of their preferences.

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 received induction, trainings and regular support through meetings with the registered manager to enable them to understand the needs of people. The provider worked with people to provide consistent care. People’s needs were understood by staff. Staff demonstrated a good understanding of the people’s support needs and preferences.

Information was shared between staff and the registered manager to ensure continuity of care. Care records included information from activities of daily living, cultural, religious and spiritual needs, important individuals, food preferences, eating and drinking, mobility and communication.

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

The care plan we reviewed clearly documented the person’s communication needs and also included information about the aided equipment used by them on daily basis.

Staff demonstrated a good understanding of people’s communication needs. The provider had an accessible information standard policy in place.

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.

There was a complaints policy in place. People told us they knew how to make a complaint, although they had not needed to do so. They felt confident any concerns or complaints would be taken seriously and treated fairly.

The registered manager told us that, “[Person] got their contact details. They can contact us whenever they need”. People we spoke with confirmed this with us.

People had opportunity to provide feedback and ideas or raise complaints about their care and support. We saw a sample of surveys from the provider which showed People were satisfied with the care and support they received.

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

Support and care were available when people needed it. The management team reviewed care regularly to ensure people had access to care and support they needed. The management team were also on call if people needed emergency support. Policies and procedures were in place to ensure people’s human rights was respected and they lived free from discrimination.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, and support in response to this.

The provider had a policy on equality and diversity which helped to guide practice in this area and equality, and diversity needs were included within care plans. People were able to choose the gender of their care staff, and it was clearly documented in their care plan.

People were encouraged by the provider to access the community and community facilities. For example, staff supported people to attend their healthcare appointments and birthday parties.

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.

The care plan we reviewed clearly outlined the goals the person wanted to achieve. There were clear guidance and instructions including how to work with the person to achieve those goals.

At the time of the inspection, the registered manager confirmed they did not discussed end of life care with the person. We recommended that it would be good if the care plan include information about person’s end-of-life care wishes, choices and decisions agreed. This will help health and social care professionals to make best interest decisions when required. The registered manager acknowledged this and agreed to discuss this with the person in future.