The Firs Care Centre

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 of this key question since the service was registered to the current 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.

People lived in a home where they received support that was tailored to their individual needs by staff who knew them well.

People’s care plans gave individual information about the support people needed and their likes and dislikes. This helped to make sure staff had the information they needed to provide person centred care and support.

The provider understood the diverse health and care needs of people, so care was joined-up, flexible and supported choice and continuity.

The staff worked with other professionals to make sure people received care and treatment which met their individual needs. Staff had weekly contact with a local medical centre to enable them to discuss issues and make referrals to other professionals where appropriate.

People were provided with information in a way which was appropriate to them. This included regular meetings where information about any changes could be shared.

Each person received a service user guide when they moved to the home. The guide was small and may not be suitable for everyone. We discussed with the provider how this could be personalised to meet people’s individual needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People had opportunities to share their views. There were meetings for people who lived at the home and satisfaction surveys. The manager analysed all responses and created an action plan to make sure any issues raised were addressed.

Relatives spoken with said when they had raised issues they had been promptly and effectively dealt with.

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

There was always a trained nurse on duty which enabled people to access nursing support when they needed it. Appropriate referrals were made to other professionals based on people’s individual needs.

All indoor communal areas of the home were accessible to people with all levels of mobility, including wheelchair users.

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 told us they would be comfortable to speak with staff about their care and support.

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.

People and/or their representatives were able to visit The Firs Care Centre before deciding to make it their home. This helped people to decide if it was the right place for them.

Staff had received training in end-of-life care and one person told us the staff had discussed their wishes with them.