Flourish Healthcare and Support Limited

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 70 (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. During visits we observed staff knocking on people’s doors and treating people with kindness and respect. One staff member told us how they promoted dignity, “I always knock before entering a person’s room, speak politely and respectfully, maintain their privacy and ensure they are appropriately covered when receiving person care.” Relatives overall felt that their relative was treated with kindness and respect and treated with dignity. One relative told us when asked if staff treated their relative with kindness, dignity and respect, “Yes definitely and they knock before entering.” One relative told us of an incident where they felt their relative’s dignity was not upheld. Records showed that this incident had been investigated, followed up and action taken to prevent recurrence. Support plans gave clear guidance on how to support people respectfully and in line with their preferences. The senior team monitored practice through supervision and observation to ensure standards were maintained.

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’s preferences were upheld, and they were supported to make choices about their daily care, such as when they wished to get up and which activities they wanted to take part in. One person told us, “I can just go out when I want to.” We observed that individuals were encouraged to express their personality and personalise their apartments with items meaningful to them.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. However, we received mixed feedback from relatives about how consistent staff were with promoting independence. One relative told us, “Some staff do encourage independence, others not so much.” We asked the provider to review this further with the staff team to ensure consistent support was always provided. Staff we spoke with understood their responsibilities in promoting independence and records and observations showed that they supported this in practice. On both visits we observed people being supported out into the community and being offered choices and encouraged to make everyday decisions about their routines, preferences and activities.

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 knowledgeable about individuals’ needs and adapted support when circumstances changed.Staff were responsive to people’s requests for support, and we saw staff responding to people in a timely manner. Where concerns were identified, staff escalated concerns appropriately, involved other professionals where needed and reviewed and adjusted support to maintain people’s safety and wellbeing.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff from induction were provided with the skills and knowledge to feel confident to provide safe and effective support. Support was provided through supervision, training and team meetings. Staff were encouraged to develop professionally and the majority reported feeling well supported. One staff told us, “I receive support from management and colleagues and can also seek guidance whenever needed. We received some feedback that a small number of staff felt support could be improved and decisions made should be fair for all staff following some recent events at the service. We shared this with the senior team who were already aware of some staff feeling unhappy following recent management action taken. They were working with the staff team to ensure staff felt confident that support was available to all when needed whilst also maintaining confidentiality around decisions made.At Flourish Healthcare and Support Limited, communication is open and support is available when required.” The provider had systems in place to promote wellbeing and also recognise staff performance and morale including staff appreciation initiatives and other incentives.