Folkestone Home Care

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question Good. At this assessment the rating has changed to Outstanding. This meant people’s outcomes were consistently better than expected compared to similar services. People’s feedback described it as exceptional and distinctive.

This service scored 88 (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 made sure people’s care and treatment was effective by thoroughly assessing and reviewing their health, care, wellbeing and communication needs with them.

There were comprehensive assessments of people’s needs both prior to joining the service, and regularly through people’s care to ensure the care continued to meet their needs and preferences. People and families were at the heart of this process and told us that there were regular reviews, but changes could be suggested or made at any point. One person told us, “The manager asked me about my life and what I needed help with. She wrote the care plan and asked me to check it. We have reviews about every 6 months or earlier if anything has changed. If anything isn't working or anything dramatically changes, or if my medication changes she will update the care plan. Even if I note something in pencil on the plan, she will take it away and make sure it's all typed up and shared.”

The assessment focused just as much on people’s social needs and life stories as their health needs. This included people’s past employment, family, friendships, social interests and hobbies as well as anything else that was important to them, and allowed them to be paired with the most suitable staff. The registered manager told us “We do not onboard any people unless we can give them the time slot of their choosing for their care call. We have never been unable to step up to increase care for any client despite how big the change may have been. Those principles have never changed.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

People’s care was underpinned by clear, up to date guidance shaped by advice from relevant health and care professionals on how any health conditions should be safely supported. This included use of accredited tools such as Waterlow to assess where people were at risk of their skin deteriorating. This allowed plans to be put in place for staff to reduce the risk of this happening, and react responsively if it did. Where people had risks such as epilepsy, staff were knowledgeable about what they would need to do in case of a seizure to ensure people’s safety and wellbeing.

The provider always worked well across teams and services to support people. They shared thorough assessments of people’s needs when they moved between different services, so people only needed to tell their story once.

Staff worked together exceptionally well, and spoke with pride of how they worked as a team to ensure people received high-quality care that was responsive to their needs. Through having a consistent team, people received support from staff who were knowledgeable about them and were able to build strong relationships based on trust and care. This continuity was felt by all we spoke with as meaning staff could observe subtle changes in people’s needs quickly, and seek appropriate support as needed. People and relatives credited staff supporting them to remain well and stay in their own home, as well as avoiding hospital admissions.

One member of staff told us, “They are the best team I have worked with. All professional and they were there to support me from day one. Every time I ask a question somebody knows the answer, we support each other and I am extremely happy.” Another staff member echoed this and told us, “Yes, it’s a really supportive environment and team. Having a small consistent team helps us build connection and spot changes in people welfare like changes in eating.” People spoke positively about the collaborative working at Folkestone Home Care and one person told us, “They are wonderful, they look at you holistically. They are such a great team where any changes are shared and the communication within the team is excellent. You don't have to repeat things to different people communicated effectively to ensure they only had to tell their story once.”

The provider always supported people to manage their health and wellbeing to fully maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

People were supported not just to maintain but to improve their health and wellbeing, which enabled people to enjoy a greater quality of life and achieve things that were meaningful to them. We heard examples of people supported to mobilise independently and reducing their care needs, improvements in people’s mental health or where people previously self neglected, and people being able to return to work or meeting up with their friends. One relative told us, “My loved one didn’t used to each much at all. But now they eat well and has a variety of food throughout the day. I think their health has definitely improved as a result of the care received.” Another told us, “My relative was travelling a long distance for physio, but the manager put us in touch with somebody much more local as well as a company who can provide massages. She is always on the case and thinking of us.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

The provider closely monitored people’s experience of care, which allowed them to take action to escalate any changing health needs and respond if care was not meeting people’s expectations. This included monitoring risks to people through checks including weight, skin integrity, bowel monitoring and observations of people’s hydration and nutrition to ensure people stayed healthy and well. This was supported by a regular schedule of formal and informal care reviews to allow people to discuss anything they felt needed to be changed. One relative told us “We’ve had lots of conversations as things go along, and that's how we've developed my relative’s care. Such as increasing number of blood pressure checks and weight checks.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

All people currently being supported had capacity to make decisions for themselves, however staff had received training and were knowledgeable about signs to look out for where people’s ability to do so may be deteriorating. We heard a recent example where a person had been identified to have become confused which placed them at risk whilst doing certain activities. The provider made an urgent referral to partner agencies as well as working with the person and family to ensure their safety, whilst respecting their right to make choices for themselves and putting them at the heart of the decision.

Staff were knowledgeable about the importance of consent and always ensured this was sought before providing any care tasks. One relative told us “Yes they are good with this. They always say things like are you ready for your shower, or is it ok if I put the cream on now.”