FastFallsResponse Ltd

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered service. This key question has been rated good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff told us they understood people should be treated with kindness and respect and that everyone was unique. A staff member said, “I feel that the people we support are treated with dignity, respect and kindness at all times. We respect their privacy, choices and individual preferences, and we always try to make sure they feel valued, listened to and supported.”

People told us staff were kind and caring. Comments included, “They always treat [person] with respect and give [person] any privacy [person] needs”, “The care provided is entirely aligned with how [person] wants it to be, and [person] is consistently treated as a unique individual, not just a service user. The team shows a deep respect for [person’s] personal preferences, routines, and dignity, tailoring their support to reflect exactly who [person] is. It’s clear they take the time to truly know [person], which makes all the difference in ensuring [person] feels valued, comfortable, and happy in daily life”, and “[Person] enjoys all their visits and looks forward to their arrival.”

Health and social care professionals did not raise any concerns about how the service treated people.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff knew people well and were aware of the individual goals people wished to work towards. One staff member said, “I always encourage independence giving them time to carry out as much as they can with giving them reassurance if needed. I will always offer a hand or assistance if/when they need it. Sometimes a bit of encouragement can improve a person’s confidence by realising they can carry out more than they think.” Another staff member told us, “We always try to make sure that each person’s individual needs, wishes and preferences are taken into consideration when providing care. People are encouraged to make their own choices about their daily routines, activities and care whenever possible. We also support them to access the community and take part in activities that they enjoy, while making sure they are safe and supported.”

A relative told us, “The care is very personal. They always ask in what way [person] wants something done or how [person] wants something left.”

People’s care needs were clearly documented and accessible to staff. The provider used an electronic care planning system which enabled changes to people’s care and support needs to be recorded promptly and made available to relevant staff. This helped ensure staff had access to up-to-date information and were able to provide consistent care and support.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People and relatives confirmed this. One relative said, “They always try to encourage [person] to do things themself.” Another relative told us, “We are incredibly impressed by how the service team supports [person] to remain as independent as possible. They strike the perfect balance, providing the assistance [person] needs while always respecting choices and encouraging [person] to maintain autonomy in daily routines.”

A staff member said, “I feel that FastFallsResponse Ltd encourages people to maintain their independence and supports them to do as much as they can for themselves. We encourage people to make their own choices and involve them in their daily routines and activities. For example, we encourage people to complete tasks independently where possible, while providing support when needed to ensure they remain safe and confident.”

People’s care needs were clearly documented and accessible to staff. The provider used an electronic care planning system which enabled changes to people’s care and support needs to be recorded promptly and made available to relevant staff. This helped ensure staff had access to up-to-date information and were able to provide consistent care and support.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Relatives confirmed they were contacted if their family member’s health had deteriorated.

A relative said, “The service do raise any health concerns with the family and we action where appropriate.”

The provider operated a 24-hours a day on call service which people could use in case of an emergency.

Staff told us they knew how to contact the management team if they were concerned about people.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff confirmed they felt they could approach the registered manager. A staff member said, “Since joining the service I’ve always felt valued and a part of the team.”

The registered manager told us they had an open-door policy and ensured they checked on staff regularly.