Famille 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 71 (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. Care plans were person-centred to help ensure care was provided in accordance with people’s needs and preferences. Daily records showed people were able to make daily choices about how and where they spent their time. We noted some of the daily notes were not meaningful, some staff terminology required updating and some key information was not included in care plans. For example, one care plan did not include key information about a person’s diagnosis which would support better understanding of their responses. A second person’s care plan did not make reference to specific terminology they used. The registered manager addressed this following our inspection visit.

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. Staff recognised when people were at risk from poorer experiences and worked to ensure everyone was included and provided advocacy where needed. Staff worked with the local community to ensure people were safe when they went out independently and supported everyone equally to access local and wider services.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans included information around their preferences for communication and how information should be shared with them. Guidance included environmental issues, such as giving information in a quiet area.

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. Staff gave examples when they had identified people who could not verbally communicate seemed unhappy and unsettled and the way care was provided needed to change. For example, changes to support times and routines. When people raised complaints, these were investigated and the findings shared with the complainant.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff had good working relationships with local health professionals, and knew how to contact the appropriate teams to support people when the need arose. People and relatives confirmed staff were quick to respond to changes in people’s needs and support people to contact routine and specialist services when required. A relative told us, “Staff have responded really well to [Name] change in needs. They keep us informed of everything and look after [Name] really well.”

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. People told us they went out regularly and were able to share examples including specials events, days out, attendance at colleges and community centres, meeting up with friends and family and going to the local shops and facilities.

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 and those important to them were given the opportunity to discuss their end of life wishes and care plans reflected their wishes where they had made decisions