Future Home Care Limited (Mansfield)

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 well-supported, cared for and treated with dignity and respect.

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 treated colleagues from other organisations with kindness and respect.

People were supported in a way that was compassionate and personalised, which took account of their own personal experiences and was reflected in peoples care plans and records.

Staff understood the importance of treating people with dignity and respect and gave examples of how they did this. One staff member told us how they protected people’s privacy and dignity when supporting people with personal care, “[I make sure] Doors are closed. Close curtains if they have them. Make sure blinds are shut so nobody could walk past and see anything. Knock and say, are you decent, can I come in?”

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.

We reviewed care plans which showed people’s personal, social, religious and unique backgrounds had been considered and incorporated in to care planning to ensure their support was tailor made to meet their needs and wishes and highlighted the person’s strengths and things they could do independently. People’s care plans included information about what made a day good or bad for them and provided staff with useful information including a summary of what it took for the person to have more good days than bad, for example, consistent communication.

An “All About Me” document contained information about the person's likes/dislikes, hobbies and also their achievements which included winning quizzes and receiving a certificate of achievement.

Providing care and support that was in line with people’s needs and preferences and took into account their uniqueness ensured people were valued and empowered to achieve their potential.

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

People were empowered to have their say about things that were important to them and they were listened to and their feedback was acted upon. We saw a “You Said, We Did” document which evidenced feedback collected from people on an individual basis and actions taken. For example, one person asked about a gym membership and staff had supported the person to explore local gyms as a first step towards this wish.

The team knew that activities and hobbies offered to people were in line with their preferences and wishes as this had been discussed with individuals and documented in their care plan.

This approach promoted people’s independence, rights and choice and supported them to have control over their 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.

Staff were able to anticipate and meet people’s needs quickly as they had clear guidance in care plans about signs to be observant for in instances where a person may not verbally communicate an issue to them, for example if the person was in pain. Staff told us they were given time to read care plan documents and worked alongside experienced staff when they started so they became familiar with the people they were supporting.

We saw there was appropriate and timely engagement with external professionals. For example, one person who required support with wound care had a shared wound care agreement in place and regularly saw the tissue viability team for support with this.

Feedback from professionals supported that staff responded to people’s needs in the moment. One professional said, “If there are any concerns in relation to a tenant the team are quick to respond, adapting their approach and, where necessary, engaging wider support offers such as ICATT.”

Staff being knowledgeable about people, how they may communicate and how best to respond meant people’s needs were understood and met to minimise any distress or discomfort to people.

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

Staff told us they felt supported. One staff member said, “We have a good team. If you need anything someone is right behind you. It’s one of the best teams I have worked in.”

The provider had an employee assistance programme to support staff. Staff were aware of this, and we saw information in the staff base about this and how staff could access this support.

The provider had appropriate systems in place including regular supervision of staff and policies, for example absence and flexible working policies.

This meant staff felt supported and valued which enabled them to deliver person centred care.