Fembistem Care

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.

This is the first assessment for this newly registered service. This key question has been rated 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. Staff were kind and told us about their personal and professional values, a member of staff said, “Everyone gets the best of care. We have a duty of care and staff are trained and are expected to deliver quality care [for people].” The service collected feedback from people and family members about their experience of the service. One person said, “The care team were professional, caring and supportive. They treated my [relative] with respect, kindness and dignity in their hours of need. I would highly recommend their services as they provided comforting support to my [relative] and myself. I could not have managed without them.”

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. People were supported to maintain and participate in activities and past-times important to them. A member of staff told us, “Every person has their own hobbies, some like to participate in social activities rather than physical activities and vice versa. I support them to participate in their favourite activities.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Members of staff supported people to have choice, control, and independence over their own care, treatment and well-being. They recognised this was the key principle of person-centred care. One member of staff told us, “My role is to ensure the individuals I care for feel empowered to make decisions about their lives, even when they may need support. I will be able to achieve this by providing the person with all the necessary and relevant information, encourage their active participation, support them with their decision and not criticise, respect their right and as long as it does not pose an immediate risk to their health or safety. I will be patient and give them the time to make decisions and change their minds if they need to. I will promote their independence by encouraging them to do as much for themselves as possible, even if they need some assistance. I will focus on strengths and abilities, not just limitations, and help them find ways to stay engaged and involved in daily activities.”

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. Member of staff knew people well and provided care and support in line with their individual preferences. A member of staff told us, “I regularly review and update the service user care plans. I will encourage service user families to provide ongoing feedback about what’s working and what needs adjusting. If concerns are raised, I will discuss with my manager and arrange a meeting with the care coordinators, social workers or healthcare professionals.” We heard from people’s family members about how the service responded to their needs. One relative said, “The care staff are very sensitive to [family member’s] needs and they have immense patience with them. [The registered manager] organises the rota to ensure members of staff who [family member] gets on with best, work with [family member] at times when [family member] needs them.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Additional training and support were available for the staff team. There was a “staff champion of the month” scheme in place which recognised and rewarded staff for excellence in their work. Members of staff told us they felt supported by the provider.