Furlong 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 provider met people’s needs.At our last assessment we rated this key question good. At this assessment the rating has remained 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 had a care plan in place which was completed when they started using the service working with a senior member of staff and their relatives to complete the plan which was also reviewed regularly. Staff understood people’s individual preferences and could share examples of how they supported people. Care plans were in place to guide staff and had details about individual preferences and protected characteristics.

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 received care which was integrated and flexible to meet their needs. Staff told us they worked alongside other agencies to provide people’s care. The provider ensured where other agencies were involved in peoples care this was fully reflected in their care plans. Other agencies were involved in shaping the care plan and reviews.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider had systems in place to ensure people had access to information in a format which suited them. Staff shared examples of how they supported people to have information in a format they could understand. Everyone had their communication needs assessed, and care plans were in place to guide staff on how to communicate with people. The plans included information about individual communication preferences.

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 their relatives understood how to raise concerns. A person told us, “I have never needed to make a complaint, but I would speak to the manager if I needed to.” There were policies and procedures in place to respond to any concerns raised. The policy also set out how learning from complaints would be considered and shared with staff and the wider provider group.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Systems were in place to ensure people received equitable support. The provider had policies, procedures and training for staff around equality and diversity. Staff understood how to support people taking account of their protected characteristics and had received training which supported them to recognise potential discrimination and inequality.

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. The provider had systems in place to promote equality and diversity. Staff had received training and could give examples of how people had their individual preferences met. Reviews were undertaken regularly to check people were continuing to have their needs, preferences and outcomes met by the service they received.

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 had access to a care plan to set out their future wishes. Staff told us they discussed this with people and documented in the plan things which were important to individuals. There was nobody in receipt of end-of-life care at the time of the inspection. However, staff could describe where they had provided this in the past and how they ensured people had an opportunity to plan for the end of their life.