Fernhill Neurological Centre-Inspire Neurocare (Farnborough) 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.

People told us they received person-centred care in line with their needs and preferences. One relative told us, “I think they’re brilliantly well trained. Because of [family member’s] condition, [their] personality has changed, but they're well equipped to deal with this.”

People’s aspirations were identified and respected. People’s care plans included their biography, preferred activities and what made them happy and fulfilled. A relative told us, “There are plenty of things to keep [family member] occupied, and I think [they are] even making progress, the staff encourage [them] to do things, and [they] even joined in a sing along the other day. And the staff told me they took [them] out to [a pub]. [They] haven't done that for years.”

There was a range of activities on offer which were varied. Based on people’s preferences and needs, the wellbeing team developed a daily schedule for people that incorporated therapy sessions and leisure activities. Where people were able to mobilise, they were encouraged and supported to undertake some fitness activities as advised by the physiotherapy and occupational health teams. The wellbeing team worked with people individually to identify what they wanted to do. A wellbeing coordinator told us, “It is mainly one-to-one activities and we are now introducing more group events” and another said, “We have an activity room and there are exercises and games for people.”

We witnessed staff delivering person-centred support that met people’s needs. A member of staff commented, “Treat people with respect and dignity. Treat people as you would want to be treated yourself. Offer choices and recognise likes and dislikes. Listen to what they have to say as communication is important to meet the residents’ needs.” People’s care plans and care notes were recorded in a person-centred way.

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 told us they received good care and their healthcare needs were met and relatives echoed this. However, one relative stated they wished the staff received better training in mental health. We fed this back to the registered manager who told us, “Recent events have highlighted the need for training in supporting mental health. Our psychologist has agreed to provide this training.”

People’s care plans described their healthcare needs and how to meet these. People using the service had complex needs. We saw their care plans were highly detailed and personalised. There were clear instructions for staff to follow, so they understood each person’s condition and how it impacted on their daily lives.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us they recognised the importance of effective communication.

People’s communication needs were assessed during the pre-admission assessment so information could be made available to them in a format that suited them. People's care plans detailed their preferences and any aids they needed to support effective communication.

People’s care plans recorded their preferred communication ways, and if they had particular communication needs and how to meet these. For example, one person had limited hearing on one side, so staff knew to speak with them on the other side. Another person for whom English was not their first language was supported to communicate using a translating application. They also used body language and visual aids to facilitate conversation. The person had a voice-activated nurse call system which allowed them to request for assistance they required.

Some people used an alternative augmentative communication device (AAC). This isa tablet or laptop that helps someone with a speech or language impairment to communicate. The registered manager told us, “The AAC device was introduced to the staff, family and friends with sessions based on modelling and trialling with the client/staff and communication guidelines were based in the client’s room for extra support.”

People and relatives told us communication was effective, and they were provided with all the information they needed. The registered manager told us, “We liaise with commissioners and I aspire that when someone is admitted, they can come and meet the team so they know who we all are. We provide families with information about people’s care and progress and give them the chance to ask questions."

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.

People and relatives were involved in the planning of their care and support. Care plans were reviewed regularly, and people were asked for their feedback about the care they received and anything they would like to change. People and relatives told us they felt able to raise any concerns or issues and had the opportunities to attend meetings.

Most people and relatives felt communication was good. One relative told us, “Communication is very good, my family member’s condition makes [them] very prone to falling, and they always phone immediately if there is any kind of fall, however insignificant.”

The provider ensured people and relatives had the necessary information in relation to processes for sharing feedback or raising concerns. Records showed complaints received were addressed in accordance with the provider’s policies and procedures. Any learning from complaints and concerns was shared with staff to inform their future practice. Relatives who had raised concerns had acknowledged improvement had taken place.

Staff were encouraged to monitor people’s care to help identify issues before they could develop into complaints or concerns.

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

People told us they had access to the care and support they required and were happy with this. They felt their needs were met and the staff cared and supported them effectively. Records showed they were supported to attend appointments and a range of healthcare professionals visited the home regularly. Records of visits were included in people’s care plans and the staff ensured they followed instructions.

People were supported to access the community if this was possible for them to do so. Where they required support, this was planned and organised effectively. For example, one person liked to go out to the garden centre with their friend once a week. This was risk assessed and was taking place successfully.

Care plans were regularly reviewed to identify any changes in a person’s care needs so the appropriate support could be found if needed. This included making appropriate referrals to external professionals as needed.

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. People's care and treatment promoted equality and protected people's rights. People told us they were consulted in relation to their cultural and spiritual needs.

The provider had an equality and diversity policy in place and was committed to creating a welcoming and inclusive atmosphere for all people and staff, regardless of sexual orientation, gender identity, or gender expression. People were consulted in relation to their sexuality needs if they were comfortable discussing these.

People’s care plans indicated they had been consulted in decision making, including whether they preferred to receive care from a male or female care worker. Their care plans reflected people’s physical, mental, emotional and social needs.

The registered manager liaised closely with commissioners in relation to what they wanted the service to provide for people, so that people’s needs would be met effectively. They told us, “We need to look at people’s needs and how we can use the building and different areas to suit them best. My heart is in rehab, so I want to help improve people’s quality of life so they can go back to the community. It’s about responding and providing what people need. This may also include end of life care in the future."

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.

The service offered rehabilitation for people with neurological conditions or spinal injuries. Nobody using the service was receiving end of life care and did not always wish to discuss this.

The registered manager told us, “End of life training is provided as needed. At the moment, this is not something that is required because of the people we look after. We do a training needs analysis. People who come here have neurological conditions.” However, they acknowledged that in the future, they may provide specialist end of life care, and one of the rehabilitation flats could be made into an end-of-life suite.