Fembistem 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.

This is the first assessment for this newly registered service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

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 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. Evidence from care plans indicated care was person-centred, caring and thoughtful. The provider had received positive feedback from people about how staff had ensured people’s dignity was respected and preserved. Members of staff recognised the need for a person-centred approach to care and support, “For holistic care and support, social networking is important to improve the quality of life and well-being for people. I would encourage them to visit family, friends and their local community because it will help elevate their state of mind and further support their well-being.”

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. When the provider received a referral for care and support, they requested all relevant information, including the person’ needs, medical history and any other relevant information. This helped prevent delays caused by missing information. The provider took a timely and responsive approach to care to support better outcomes for people, including improved service user satisfaction, trust and comfort.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider maintained accurate and update to date information about its service across a range of different websites so people had access to as much information as possible. Clear information was provided to people through a care contract and service user guide. Members of staff confirmed they communicated clearly with people and used methods of communication that worked for each individual. A member of staff told us, "For effective communication, I have ensured my communication is clear and concise. I am a good listener and I use gestures and body language where necessary. I maintain eye contact, ask relevant questions and build up emotional intelligence."

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. The provider responded to feedback about the service appropriately and identified areas for improvement which were communicated to the staff team.

The provider made sure people could access the care, support and treatment they needed when they needed it. Policies and procedures underpinned all safe working practices, and this was supported by training and ongoing competency monitoring. Each policy and procedure had a consideration of equity, accessibility and safety. A member of staff told us how they would ensure there was equitable access to care and support for everyone, “[I will ensure] the provision of a person-centred care approach, following the standardised care procedure and protocols. [I will] be up to date with my training and development on equity, and regularly monitor, promote inclusivity and diversity, engage in fair distribution of resources and be transparent in all my communication. I will also address and prevent discrimination among all service users.”

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. Members of the staff team confirmed care and support was tailored to individuals and their needs. One member of staff said, "Ensuring equity in experiences and outcomes is critical to providing fair, high-quality care for everyone, regardless of service user's backgrounds or circumstances. Fembistem Care have made sure all service users receive the same level of attention, respect, and support. Each package of care is tailored to meet each person’s unique needs through the provision of a person-centred care approach, following care procedures and protocols, being up to date with staff training and development on equity, regularly monitoring staff, promoting inclusivity and diversity, engaging in fair distribution of resources and being transparent in all communication." We heard from people about how they are able to raise concerns with the provider. One person told us, “[Family member] is able to raise their complaints and concerns directly with the registered manager. [The registered manager] values [family member’s] feedback and take it on-board and use the learning to make improvements to the organisation.”

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’s future care wishes were recorded in their care plans and people were supported with their end-of-life care plans. Family members provided feedback about their experience of end-of-life care, “As a family, we are so grateful to Fembistem Care. They were so caring and professional, from the original care planning assessment of my [relative], right through to them passing away. The 3 carers who looked after [relative] 4 times a day were very patient and respectful, often in challenging moments.”