Folkestone Home Care

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 changed to Outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 89 (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.

People received care that was genuinely person centred, and provided a holistic plan to support their health and wider social needs in a way that was flexible to them. People confirmed the care they received was shaped by them, and that the provider took the time to understand what was important to each person. There was in depth assessment of people’s needs, which allowed staff to be matched who had similar interests and lived experience which allowed them to form positive and affirming relationships. For example, staff members who had similar health conditions themselves, which allowed recognise when people were facing difficulties with their health and ensure additional support was provided. It also allowed staff be paired up who had shared interests, meaning people could talk about something they were passionate about which brought them happiness. Care was regularly reviewed following feedback and during scheduled reviews to ensure it was continuing to meet their needs and preferences, with changes made as a result.

One person told us, “It's in my care plan and I chatter on about stuff that's important to me. When the manager first came she asked me how I like things done and then put that into the care plan. She took meticulous notes so when someone provide care they know me.” Staff were highly knowledgeable about people and ensured they were safe and received social engagement that was tailored to them and supported their wellbeing. One relative explained, “They know how to support my relative. I have to take my hat off to them, they talked to her in a way that got her to accept the changes and adapted her to new things. They always make sure that she's had enough to drink and they always remind her in this heat, and how to keep the house cooler.”

The provider had an exceptional understanding of 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 from a consistent team who were exceptionally knowledgeable about their needs, and had formed strong personal relationships which brought mutual benefits to both people and staff. People always received care on time which allowed them to enjoy a positive quality of life and take part in the things that brought them meaning. One person told us, “I get the same 5 or 6 carers and when a new one starts the manager will introduce them to me so they can cover if needed. Staff always turn up when scheduled. I can rely on them and they aren't late.” Through having a consistent team, this allowed staff to work collaboratively with them to achieve their goals, promote their wellbeing and independence, and reduce their ongoing care needs. It also allowed people to give back to the staff who supported them, such as by sharing their passion and developing their own confidence and skills both professionally and personally. For example, teaching staff members life skills such as cooking. This had transformed the lives of both people and staff. This included working collaboratively with their local communities, such as signposting people to organisations who could promote the wellbeing support to relatives and next of kin.
 

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

The provider understood that some people may need adjustments to be able to participate in their own care and make decisions. There was clear guidance about how each person communicated and any assistance they might need in doing so. Information was provided in accessible formats where necessary, for example one person had limited vision, and the provider sent all information to them in a large font. The provider had worked with them to try different sizes to find the one that worked best for them.

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 felt listened to and heard at all times, and that any concerns or feedback they raised would be acted upon. This included both professionally and personally for example around any challenges they faced outside of their care arrangements. One person told us “The manager is my first port of call if I am struggling with my emotions. She will support me when I feel I'm not being listened to, or getting anywhere with other services involved in my health.” There were systems to regularly review people’s care alongside them and their loved ones. Where family members lived in different countries this included conducting online meetings to bring them together so they could still be involved in their loved one’s care. One relative told us, “The manager would most definitely listen. In the early days sometimes you just don't quite gel and she was very happy to listen and tweak things or find a carer more suited.”

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

Staff advocated for people to ensure they received the care and support they required to live life on their terms. This included arranging schedules of care that worked for them, such as around working patterns or routines. One relative told us, “We worked out the visit times together according to our relative’s sleep patterns and then we booked the time slots. They are flexible and work it out with you. No calls are ever cancelled.” People and relatives emphasised they credited staff with their health having improved, hospital admissions being prevented and health conditions being better managed. Staff knew people exceptionally well and were quick to act if they were concerned to ensure people received the support they required in a timely way. One person told us, “I was admitted for one or two attendances to AE. I think if I hadn't had the care package I would have been admitted. The manager will always support me to ensure that I can get home.” A relative added, “There have been no hospital admissions and I am fairly certain it is their involvement that has prevented that. Our relative was declining and they stepped up the support to meet their needs.” Another relative commented, “My relative has managed to stay in his home because of the team here and has avoided having to go into a care home. I don't think he would be there if it hadn't been for the support we get from Folkestone Home Care.”

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

The provider was knowledgeable about groups who may experience inequality in society, including people with dementia, a mental health condition and armed forces veterans. They were committed to understanding each person’s story and not just maintaining but improving their quality of life. People and relatives told us the registered manager and team had made a significant difference to their lives. This included helping them return to work, participate in their local community and improve their resilience and wellbeing. One person explained, “I was only just out of hospital when I started with the provider. Over the last 5 or 6 years I've been able to get back to work and can even manage 8 hours of work in a day. I have social activities, I've got my paramedic registration back. My confidence is back and now I have been able to return to work in a role where I support the wellbeing of other people with complex health needs. This is all down to the team encouraging me, supporting me with my health and mental wellbeing. I'm now so different to when I first started with them.”

The inequalities and challenges faced by relatives and carers were also understood and we heard that the provider supported them, including emotional support and assistance to manage their loved one’s care whilst promoting their own wellbeing. One relative told us, “The manager regularly contacts me to see if there's anything they can do such speaking to the GP surgery to support me.” Another relative told us, ”We are 100% happy. We know our relative is safe and we fully trust them. I would recommend them on to people”.

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.

The provider worked with people to support them in making important life decisions such as around end of life care. There were plans recorded which reflected people’s social and spiritual needs if their health were to deteriorate including the care they wanted to receive. People were comfortable that they would be supported well by Folkestone Home Care if their health needs changed. One person told us “I would be very happy for them to see me through to the end.”