Franklin House

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 service met people’s needs.

This is the first assessment of the service with this registered provider. This key question has been rated good.

This meant people’s needs were met through good organisation and delivery.

This service scored 78 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff provided person-centred care which met people’s needs and reflected their preferences. People and their relatives confirmed they received good quality care. People were able to take baths and showers when they wanted. They were well presented and wearing clean clothes. Staff were attentive when people needed support. The day of our visit was a hot one. Staff made sure people had plenty to drink, stayed cool and were alert to signs of the heat affecting them.

People enjoyed a range of activities. Staff organised visiting entertainers and trips out as well as a regular programme of events. These included art clubs, exercise, relaxation and a visiting therapy dog. There were rooms dedicated for activities and clubs, including a pub and a social club. People told us staff supported them with their individual interests and hobbies. There were chickens and rabbits in the garden and people confirmed they enjoyed spending time with these. People also helped with gardening and tasks around the home when they wanted.

Relatives explained they were able to join the social outings with 1 person explaining they had been to a local park, the zoo and botanical gardens.

Comments from people using the service and their relatives included, “They bring the bunnies around to my room, and the dog too. I like that”, “I am very happy with the activities” and “I like the activities. My favourite is exercise. It makes me feel happy and better inside.”

Staff supported people to have continuity between services. They worked closely with health and social care professionals to ensure people’s holistic needs were met.

The provider ensured people were well informed. They produced newsletters, there were posters on display and managers shared a range of other written information with people and their relatives.

Relatives could sign up for a computerised application where staff shared information about activities, including photographs. Staff told us some relatives lived aboard or a long distance away and had commented that they appreciated this information. A relative explained, “I can’t fault this place. It is superb and the communication is excellent with everyone.”

Staff who spoke different languages were available to support people and translate information. Staff also used photographs and objects of reference to help enhance communication.

The provider listened to people and their relatives. They valued their opinions. There were regular meetings and forums which were well attended. These were informative and provided an opportunity for people to share their views. Minutes showed that feedback was acted on and followed up at future meetings. People and their relatives also completed satisfaction surveys about their experiences.

People knew how to make a complaint and felt confident these would be responded to. We saw complaints had been investigated and the complainant had been given feedback. A relative told us, “[Registered manager] is so responsive and if [they] cannot sort it out straight away, they reassure me and address it when they can.”

Staff ensured people were able to access the services they needed. Relatives confirmed this, explaining staff had escorted people and/or organised taxis for people to attend places of worship. The managers organised for different religious leaders to visit the service, including at short notice to offer prayers and blessing at the end of people’s lives.

The provider had policies and procedures relating to equality and diversity. Staff undertook relevant training. People told us they did not experience discrimination at the service.

Staff provided extremely good quality support to people at the end of their lives. They worked with external professionals to make sure people received personalised care, were free from pain and comfortable. Staff also supported relatives during this time and after the person’s death. Staff had training to understand the importance of good quality care at this time.

When relatives wanted, the registered manager supported them to organise funerals and personal affairs after a person’s death. Staff attended funerals in support of people’s families and as part of the end of life care at the service. Some relatives remained in contact and attended the home for events or to volunteer. They were able to plant memorials at the service and visit to care for these.

Staff were given support to manage their own feelings of loss and bereavement after the death of a person they had cared for.

The provider speeded up the admission process to ensure people were able to move to the home for the last few days or hours of their life if they wanted this and did not want to be in a hospital setting. They allowed relatives to stay with people, including overnight, as long as they needed. They provided meals and facilities to support relatives during this time.

Nurses were trained to provide specialist medicines to relieve pain or provide sedation. They worked closely with other professionals to monitor when this was needed,

Many relatives had written positive comments about their experiences to thank the registered manager and staff. Their comments included, “[Staff] made sure [person’s] death comfortable and peaceful”, “I take comfort in the fact that [person’s] last year was [at Franklin House] where [they were] loved, warm and comfortable” and “We knew the end was coming and we are eternally thankful that [person] passed away in the place [they] knew as home.”