Flourish Healthcare and Support Limited

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 and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Staff demonstrated a good understanding of the people they supported and were familiar with individuals’ routines and personal preferences. They recognised the importance of delivering person‑centred care and ensuring people were given choice and control over how they lived their daily lives. Personal preferences were clearly documented, enabling staff to provide support in line with each person’s wishes.

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. People experienced care from staff who knew them and were familiar with their routines, which helped build trust and confidence.Records showed that support plans and arrangements reflected up to date information and contributed to consistent delivery. The senior team agreed to work with the staff team to ensure consistent support was provided by all staff. The provider had developed effective working relationships with health and social care professionals to promote and maintain people’s health and wellbeing. One professional told us, “I have found the management team to be very open, and they contact me for both advice on current presentations and on how to access other statutory services to assist their service user. To date, they have followed all advice given to them and rightly queried information from me.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Support plans clearly outlined each person’s preferred methods of communication, ensuring staff had the information needed to engage with people in ways that were meaningful and effective. One staff member told us, “I have completed communication training to help me support non-verbal individuals. This included learning to read body language, communication boards, PECS (Picture Exchange Communication System), sign language and being able to recognise individual communication cues. The training helped me understand that each individual has their own preferred way to express their needs, feelings, consent and choices.” Overall people and relatives were happy with how staff communicated with people and provided information.A few relatives felt that further training for staff who were less confident and implementation of some ideas suggested would further enhance support in this area.

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. Staff involved people in decisions about their support and told them what had changed as a result. The service maintained a log of complaints and compliments and where action was needed this was taken and outcomes recorded. People and their relatives told us that they knew how to make a complaint if they needed to. One relative told us, “I would speak to the [registered] manager or deputy, they are really good, but I have never needed to. I am very happy with the service.” People’s views were captured through reviews, feedback and ongoing communication. Changes to support were documented and followed up to ensure they met people’s needs.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported by staff who worked proactively to identify and reduce any barriers that might limit their ability to access care, participate in daily activities, or maintain their wellbeing. Staff took time to understand the individual challenges people faced and implemented practical solutions to help them overcome these. This included advocating on their behalf, adapting communication approaches, and ensuring the environment or support arrangements were suitable for their needs.

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. Outcomes were monitored across the service and used to identify patterns or differences in experience. Action was taken to address any emerging concerns and improve support. As a result, people experienced care that worked towards positive outcomes and helped reduce inequalities in both experience and wellbeing.