First Option Support 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 treated colleagues from other organisations with kindness and respect.

People spoke highly of the care they received and described staff as caring, attentive and supportive. A person told us, "The registered manager is attentive, kind, caring and thoughtful," They explained that staff listened to them, explained things clearly and involved them in decisions about their care and support.

People felt staff understood them as individuals and respected their preferences and routines. They described staff as "Patient, kind and understanding" and said they "Never make you feel like a burden or that you are taking their time."

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.

People confirmed staff respected their individuality and tailored support to their preferences. A person told us, "I'm very specific the way I want things done and they carefully follow it."

Care plans also included information about people's backgrounds, important relationships, family involvement, routines and interests. For example, a person had they preferred to be addressed and the things they liked and wished to do daily. They confirmed staff respected this. Staff understood these preferences and worked to support people's wellbeing, independence and quality of life.

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

Care plans were written in a person-centred way and clearly identified what people could do for themselves, the support they wanted and their desired outcomes. People told us staff understood the importance of supporting their independence. A person said, "I want to remain as independent as possible and they understand that. They only come where I need help." Another person told us staff listened carefully to how they wanted things done and respected their choices and continue to give them control over their care.

People’s care plan detailed how staff should only assist with specific aspects of personal care while encouraging the person to complete tasks independently wherever possible. Another person's care plan emphasised their ability to manage their own medication, make decisions about their care and maintain control of their daily routine.

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.

Care plans reflected what was important to people, including maintaining social connections, attending church, accessing the community and remaining in control of decisions about their care and support.

The registered manager told us they regularly spoke with people about their wellbeing and responded to concerns as they arose. For example, a person living with depression was encouraged to access their community and go for walks to support their emotional wellbeing. Where appropriate, people were signposted to relevant services for additional support.

People's feedback and care records demonstrated that support was delivered in line with people's agreed needs, preferences and desired outcomes, enabling them to maintain their independence, choice and control.

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

The provider had a team of staff who supported to cover shifts when needed. They offered flexible working arrangements to allow the registered manager to have time off work.

Systems were in place to support staff through training, supervision and ongoing development. Training records showed staff completed mandatory training relevant to their roles, and staff received supervision to discuss their practice, performance and any support needs. The provider also used shadowing opportunities and induction processes to help ensure staff were confident and competent before working independently.

These arrangements helped ensure staff felt supported in their roles and had the skills, knowledge and guidance needed to provide safe, personalised care that met people's individual needs and preferences.