Forget Me Not Care Providers 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 – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated 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.Care records were written in a person-centred way and reflected people’s individual preferences, routines and communication needs. Records completed by staff evidenced the care and support delivered and showed that people’s individual needs, preferences and outcomes were being met in line with their care plans.

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. Systems were in place to monitor and review the care provided, including regular checks of care records and care reviews, to support oversight and ensure care was delivered consistently and in line with people’s assessed needs and care plans. Care records confirmed relevant health and care professionals were contacted when people needed to see them.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Systems were in place to meet the requirements of the Accessible Information Standard and for information to be provided in ways that met the individual needs of people supported. Care plans outlined individuals’ communication needs and the support required. This helped to ensure people could access information in a way that was meaningful to them and remain involved in decisions about their care and support.

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 and relatives knew how to give feedback about their experiences of care and of any concerns or issues. One relative told us, “I’d raise first with [name of registered manager] of if there is an ombudsman. I have had nothing but a good experience with Forget Me Not so don’t think I would need to make a complaint.” The registered manager welcomed feedback and saw it as an opportunity for learning and improvement. We saw evidence of complaints and concerns responded to quickly and, where appropriate, action taken.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff were responsive to people and ensured they received care and support in line with their preferences and needs. Records showed people had equal access to services, including healthcare, and were supported in a timely way. People were treated fairly and equitably and reasonable adjustments made where needed.

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. Additional information around some care records including religion and culture was to be expanded on transfer to the new electronic system to give further detail and guidance. The registered manager and staff understood their responsibilities in ensuring people’s treatment and support promoted equality, removed barriers or delays and protected people’s rights.The provider completed regular care reviews to ensure people’s care continued to meet their needs and new goals could be set. The provider had policies, training and systems in place to encourage people and staff to speak up about equality and diversity.

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. Information around people’s end of life wishes and Do Not Attempt Resuscitation (DNAR) decisions was being reviewed and expanded as part of the transition to the new electronic care planning system. This had already been completed for some people and also provided at a glance information to guide staff more effectively in an emergency. Care plans were updated regularly to reflect any changes in need and people’s decisions were seen to be respected and supported.