Fernbank

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 under a previous provider we rated this key question good.

This is the first assessment for this service under a new provider. 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. Records we reviewed demonstrated a person-centred approach to all care plans and risk assessments. When asked what ‘person-centred’ meant to them, a staff member told us, “Care that is specific to each individual. Each care plan we have is centred to that resident and actions on how we can support them.”

The service ensured people’s individual needs were responded to. For example, one person was helped to observe their religious practices, which were particularly important to them. The registered manager told us, “We work at helping people achieve positive outcomes, building confidence, independence and helping people develop and restore life skills.”

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 closely with other health and social care professionals. Staff knew when to ask for their advice and the registered manager ensured the service had good links with local services.

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

Notice boards displayed a variety of important information in the service. For example, one notice board showed which staff were on duty for the day and another showed the activities that were on offer. The registered manager told us that for a lot of people a regular routine was important and that, “Stability and knowing what comes next calms people down.”

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. Good communication between staff and people was helped through the sharing of morning coffee, where staff and people got together over a drink, listened to music and chatted.

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

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.

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. If it was felt appropriate people’s end of life plans were discussed with them.