Head Office Also known as Futures care

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.

At our last assessment we rated this key question Good. At this assessment the rating has remained 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.

Staff respected the privacy, dignity and respect towards people they were supporting. We observed instances where people received caring, engaging, supportive, compassionate and dignified support from staff who understood them as individuals. People who spoke with us told us about their day and what they enjoyed doing and looking forward to. One person told us the staff supported them with painting, painting their nails, and baking. They told us how staff supported them to rest often as they became tired easily. Other people’s preferences were respected, and this included respecting people’s religious preferences. Staff knew each person’s likes and dislikes, and the staff worked together to make sure everyone felt included by celebrating people and their achievements.

The provider did not always make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths and abilities.

While we found most people were treated as an individual and respected, we did observe where people’s needs were complex, staff did not always seek to think holistically around how they could meet people’s needs. When some people refused support, staff would document this, but no action was taken to look at why the person refused. We found inconsistent levels of support offered to people to live full lives. This was discussed with the registered manager at the time of the inspection and they agreed to review their internal systems and processes.

The provider promoted people’s independence.

Care plans stated people were to be offered choices in their daily living. One person told us they had chosen what they were wearing that day, what they wanted to eat and what they wanted to do, which supported people being encouraged to have as much control as possible in their lives.

People’s independence was promoted and staff did not stop people from doing daily living tasks if they were still able to do so. Where people did need extra guidance, for example, where people enjoyed certain household duties, such as sorting laundry, staff encouraged people to do this as it provided a sense of accomplishment for people. Care plans made it clear where staff had to step in to reduce the risk of potential harm in completing a task.

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.

The provider promoted the importance of always being there for people and ensured people were at the heart of everything they did. Staff knew how to respond to people’s immediate needs and wishes. This was helped through continuity of care of the staff team and people being able to build strong relationships with staff. Staff told us how they could work with people to manage their mood and behaviour to help calm them down if they were upset or in distress. A member of staff said, “I support [person] by remaining calm, offering reassurance and supporting [person] to go out for short walks or visits to the park."

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff were treated with respect and provided with the right tools to do their job well. Staff commented on how the training was wide and varied and equipped them with the knowledge to support people with a learning disability and autistic people to the best of their ability. A member of staff told us the service managers, registered manager and provider were very supportive, and they could approach them whenever they needed support with their work and the people they supported.