Future Home Care Limited Nottinghamshire

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 key question was previously rated good. At this assessment it has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 82 (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 was exceptional at making 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.

We saw evidence that people were not only involved in decisions and planning of their care, but the registered manager and team worked collaboratively with the people in other areas of the business. For example, we saw people were meaningfully involved in the recruitment of staff for where they lived and some people worked as part of the quality assurance team carrying out quality checks as peers in other people’s homes. One of the quality checkers showed the inspection team their ID badge and brief case which they used when doing their quality checker role. This person communicated to the inspection team through key words, facial expression and gestures how much they enjoyed their job and visiting other services.

People’s individuality was actively encouraged and their hobbies and interests were promoted. We saw people had been supported by keyworkers to decorate their bedroom and that rooms were highly personalised. One person showed the inspection team their room and the mural of London on the wall as they love London and had been supported to find something to reflect this.

Feedback from people was captured using a “You Said, We Did” template which recorded people’s views and the action the team had taken. We saw evidence that suggestions about activities were listened to and acted upon, parties were hosted by people at their homes for other people supported in the area to attend and relationships were positively fostered across the services.

People’s support plans were detailed and contained information about people’s choices, preferences, relationships, activities and communication style and were truly recognised as individuals. This supported with the delivery of person-centred care. Staff also demonstrated a deep knowledge of the people they supported and consistently placed them at the core of what they did.

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.

Records captured how people were supported with decision making through meaningful communication. For example, we saw examples of mental capacity assessments that had been completed with people using pictorial documents to support the person’s meaningful engagement.

We spoke with managers about how they ensured a joined-up approach was taken with people’s support when working with relatives and other professionals that supported people’s choice and continuity of care. One manager told us, “Good communication is key. I would speak to or email people, so we are all on the same page, and speak to the person we support to find out how they want their care delivered. We do regular family forums and if there is no family involved, we would seek advocacy and go through an MDT (multi-disciplinary team) if necessary.”

The provider was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

We saw people had person-centred communication plans and had aids to support communication including a pictorial activity planner, pictorial staff rota and social stories. These were all specific to the individual using them and not carried out across the board providing meaningful support with communication. Using some of the support aids and communication styles as directed by the staff team the inspection team were able to see how effective these were at supporting people to make choices and have a voice.

Managers understood the importance of providing information in a format that people could understand and the legislation underpinning this. One manager spoke with us about the Accessible Information Act and said, “I would expect simple wording along with social stories, icons or another way of it being explained that is easily understood and used to give someone information to allow them to make a choice, provide. [The act] Covers everybody. It’s not aimed at a certain group. People that have dyslexia, if their first language isn’t English, accessible information should be given to everybody as we can’t assume that everybody understands stuff in the same way.”

We saw that people were comfortable with raising concerns to staff and the management team and were listened to and their concerns were investigated and the findings communicated to them. We spoke with one person about what they would do if they had a complaint or concern, “[I would] speak to [service manager] when she’s here and if not, I will speak to (team leader).” We asked the person if they felt if they did this the issue would be resolved and they confirmed they did. Most relatives confirmed they knew who to speak with about any issues. One relative said, “Yes I’d have no trouble doing that”. Another relative was not sure who to speak with but felt confident they would be able to contact someone to raise a concern with if they needed to.

We saw the providers complaints procedure was available in an easy read format for people. 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 made sure that people could access the care, support and treatment they needed when they needed it.

We saw evidence and spoke with people who confirmed they had been supported to access care and treatment, including emergency care, when they needed it.

This meant people were effectively supported to access the care and treatment required in a timely way to support them to maintain their health and wellbeing.

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 were supported to access community facilities, for example, weight loss groups and local clubs to achieve positive outcomes but to also integrate them into their local community and lead a full life.

Staff understood the potential barriers people could experience which meant they may not experience equality in outcomes and appropriate treatment and how to overcome these. One of the managers told us, “Making sure people have all the information and they understand, maybe in a simpler context to understand, they may not understand how important it is to maintain oral health, may be a lack of confidence on self-advocacy, may not be able to say something in that moment at that time. I ensure we provide information, regular staffing that are familiar to people, I always check the rota if appointments are planned to make sure there are not those barriers there e.g. put a female on if supporting someone to have a smear test to make sure those barriers aren’t there.”

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.

People were supported to make decisions about their future care and support, including those relating to potential medical and psychological needs and their wishes for end of their life. The provider facilitated this through using people’s preferred communication and providing information in a format they understood.

We saw some people had funeral plans and if people did not wish to discuss their end of life, steps had been established for what to do in an emergency medical situation and there were plans to revisit the subject in the future in a different way.