First Option Support 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 newly registered 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, they worked in partnership with people, including how to respond to any relevant changes in people’s needs.

Care plans were person-centred and contained detailed information about people's health needs, communication requirements, daily routines, backgrounds, interests, goals and the support they wanted to receive. Records demonstrated that people were involved in developing their care plans and that staff were provided with clear guidance on how to support them in the way they preferred.

Care plans recognised people's abilities and encouraged them to maintain their independence. For example, a person's care plan stated they wished to remain as independent as possible and staff were directed to support only those tasks they could not safely complete themselves. Another person's care plan detailed how staff should support them in managing their personal care needs, physical care needs and daily activities.

People’s care plans were reviewed and updated to ensure their needs were met and remained consistent and person-centred. The registered manager confirmed they delivered care based on people’s needs and we saw daily care records confirmed this.

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.

Care was delivered by a small and consistent staff team wherever possible, enabling people to build trusting relationships with the staff supporting them. This helped staff develop a good understanding of people's routines, communication needs, preferences and support requirements.

People told us they received support from familiar staff who understood how they liked their care to be delivered. Care plans contained detailed information about people's health needs, daily routines, communication preferences and desired outcomes, helping to ensure care remained consistent and person-centred. Where people needed support to access community facilities and services the registered manager told us they supported them.

The provider's approach supported continuity, choice and flexibility, enabling people to receive care from staff who knew them well and understood what was important to them.

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

Care plans contained details of people's communication preferences and any support required to access information. For example, a person with sight loss preferred face-to-face conversations or telephone calls rather than written information. The provider adapted their approach accordingly to ensure the person understood information about their care and support.

The registered manager told us people were provided with key information about the service, including contact details and information about raising concerns. Where needed, this information was made available in larger font to meet people's visual needs. Care plans also contained guidance for staff on how people preferred to communicate, helping to ensure information was shared in a way that was accessible and meaningful to them. This helped ensure people could understand information, express their views and remain involved in decisions about their care and support.

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.

The provider had a complaints procedure in place, and people were given a service user guide when they started using the service. This included information about how to make a complaint and how concerns could be escalated. People told us they knew how to complain if they needed to and were confident any concerns would be acted upon.

The registered manager regularly contacted people to review their care, check whether they were happy with the support being provided and seek feedback on how the service could improve. The registered manager told us they encouraged people to be open about any concerns and routinely asked if there was anything they would like the service to do differently.

At the time of our assessment, there had been no formal complaints. However, a person described a situation where they had given a feedback about service provided, that they felt it was not delivered in quite the same way they were accustomed to. The registered manager had dealt with it. They commented, "I reported it to the registered manager, and she dealt with it straightaway." This demonstrated that people felt comfortable raising concerns and had confidence that feedback would be listened to and acted upon promptly.

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

People told us the service was flexible and responsive to their individual needs. A person said, "I have never had any issues," and explained that staff worked flexibly to meet their needs and preferences.

People told us they knew how to contact the provider if they required advice, support or changes to their care arrangements. They were provided with contact details for the service and felt confident they could reach the registered manager when needed.

The registered manager told us they worked with people to ensure care arrangements remained responsive and would discuss additional support needs as they arose. People's feedback demonstrated they felt listened to and supported, including when they required flexibility outside of their agreed support arrangements. People told us they received timely support that reflected their changing needs and preferences.

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.

Care plans included information about people's cultural and social needs, such as maintaining important relationships, attending church and participating in activities that were meaningful to them.

Staff understood the importance of respecting people's individual differences and delivering support in line with their preferences and protected characteristics. People's feedback confirmed staff listened to them, respected their wishes and delivered care in a way that reflected their individual needs. This helped ensure people received personalised support that promoted their dignity, independence and wellbeing.

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.

Assessments and care plans were developed with people and reflected their individual needs, preferences, relationships and what was important to them. Where people wished, family members and next of kin were involved in discussions about care and support.

Care plans demonstrated that people were supported to make decisions about their lives and future care. For example, a person's care plan included an advance care planning section which recorded, " Do Not Attempt Cardiopulmonary Resuscitation status is currently not in place but something I am thinking of discussing with my GP. Any future advance decisions regarding specific medical treatments will be discussed and formally recorded with my GP and healthcare team in writing." This showed the provider supported people to consider and discuss future wishes while respecting their right to make their own decisions.