Fountain Care Services 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 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.

People told us the care they received was person-centred, and relatives agreed. Staff said they had all the information they needed about people’s needs to deliver safe and effective care. Records showed that each person was central to their care planning, with their preferences and priorities clearly reflected.

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.

The staff worked closely with people and their families to support continuity of care. At the time of our assessment people’s relatives were leading on coordinating people’s care, should they require medical assistance.

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

Staff took account of people’s communication needs and were able to adjust how they communicated with people to ensure information was accessible and in a format people understood.The registered manager told us, “Part of our assessment, we will speak with people and see if we can match them with a member of staff who can speak their language.”

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.

No complaints had been made since the service started. However, a complaints process was in place to ensure any concerns were appropriately investigated and learnt from. People and their relatives were encouraged to speak up and openly with staff and management team. One relative told us, “I can talk to them easily, and they listen."

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

A flexible service was provided that could be adjusted to meet people’s needs. Policies and procedures were in place to ensure people’s human rights were respected and people 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, support and treatment in response to this.

People and their relatives said they were treated fairly and their rights were respected. Staff had access to multiple channels to raise concerns about any discriminatory treatment. Training, guidance, and spot checks helped ensure staff were regularly reminded of their responsibilities. Policies and procedures guided working practices within the service, supported by training and ongoing monitoring.

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.

At the time of inspection no one was receiving end of life care. Staff we spoke to told us they were not currently supporting anyone on end-of-life care. The registered manager said if they supported someone with end of life care needs they would develop a care plan to discuss the person's wishes and would ensure staff were adequately trained.

Systems were in place to discuss end of life care and planning for the future, to ensure people’s needs and wishes were identified, should this be required.