Fosse Court

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 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 received person-centred care and support that was developed around their individual preferences. One relative told us, “We have good communication with the team at the home, and we share the same values with regard to the care [person] receives.”

Staff were very thoughtful about how and when they interacted with people. Staff were very knowledgeable about people's needs and wishes and were able to understand what people were communicating.

The provider had a keyworker system in place enabling a staff member to act as a person’s advocate. The keyworker also completed regular care plan reviews with the person to ensure they received person-centred care and support that was developed around their individual preferences.

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.

There was evidence of staff working alongside healthcare professionals to achieve safe and effective care and support. Staff communicated well with external healthcare professionals and followed their guidance. One social care professional told us, “Any discussions made in regard to [person] are actioned and followed up.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Information and communication plans were in line with the Accessible Information Standards. These standards state that providers of publicly funded adult social care are legally obliged to ensure people with disabilities or sensory loss receive information they can understand, with the right communication support.

People’s care records contained information regarding the support they needed to communicate and how choices should be offered. We observed staff followed this guidance when speaking with people.Information displayed in the home was clear, easy to read and used pictures where applicable.

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.

Records demonstrated regular meetings were held within the service to promote communication and engagement. The provider actively sought feedback through initiatives such as the ‘You Said, We Did’ approach, ensuring that people’s views were acknowledged and acted upon.

Staff feedback was obtained through periodic surveys, supporting continuous improvement. Comprehensive policies and procedures were in place for managing and responding to complaints in a timely and appropriate manner.

People using the service and their relatives reported that they felt comfortable raising concerns with the registered manager and were confident these would be addressed effectively. In addition, regular residents’ meetings and staff meetings were conducted to encourage open dialogue and collaborative decision-making.

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

The registered manager and staff understood how to access specialist health or social care support people might need. The provider promoted a culture of empowering people to live their life as they chose, whilst ensuring their safety. One relative told us,“When my [relative] was at home the family treated [person] like a prince, and at this home they are treated really well. [Staff] try hard to provide person centred care and they do fulfil [person’s] needs and things are much better now.”

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.

Staff supported people to access services in accordance with their individual needs. They had received training on equality and diversity which helped them to recognise and address any discrimination people may face. People’s care plans included information about their culture, religion, sexuality, and lifestyle.

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.