Famille House

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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We saw positive interactions between staff and people, and staff took their time to reassure people and spend time with those who required more intense interaction. An external professional told us, “Staff are completely genuine. Even when they don’t know anyone is listening, they are always the same, caring and really nice. There’s no performance.” A relative told us, “Staff treat [Name] wonderfully, with love and kindness. We have never had any concerns.” People chose where they spent their time and we observed staff respected people’s right to privacy.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. A relative described how their family member had a strong personal identify and the positive impact of this on their well being as a result of the support they received. Staff knew people’s likes and dislikes and planned activities to suit individual needs. For example, some people went out independently as staff understood this was important to them. We observed personalised interactions between people and staff throughout this inspection.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff spoke of the importance of supporting people to maintain and develop their independence. They told us, “People can choose what they want to do. They are able to go out, help around the house, spend time where they want.” We observed people wanted to be part of the day to day running of the house. For example, a person liked to lay the tables before meals and another person liked to clean the kitchen floor. They clearly took pride in the responsibility and their contribution and undertook tasks without prompting. They told us, “I do this every day. I don’t mind, it keeps it nice don’t it.” Staff supported people to maintain links with family and friends. A relative told us, “We telephone 2 or 3 times a week and the [registered] manager updates us. They keep us informed of anything and we can visit whenever we want.”

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.  Staff were alert to changes in people’s moods and emotions. An external professional told us, “Staff notice all the little things about everyone. They know about the things that are important to them.” Daily handover meetings were held to help ensure staff were up to date with any changes in people’s needs and their emotional well-being. Staff understood and were able to identify early indicators that people were distressed, particularly those who were unable to express themselves verbally.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff described a culture that was respectful of diversity and created positive team work. They told us the registered manager was supportive and approachable. A staff member told us, “The difference here is that the [registered] manager actually cares. They work on the floor with us and help us when we need support or guidance.”