Florence 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 service met people's needs. At our last inspection we rated this key question good. The rating for this key question has remained 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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People told us they were supported to access the healthcare they needed such as visits from the GP practice, nurses and chiropodist. One person told us, “The community psychiatric nurse comes to see me every week and the chiropodist also comes to do my toenails. I occasionally go to the doctors, or the district nurse comes to see me and checks.” A person told us they felt involved and listened to at the service by joining in with resident meetings.

Staff understood people’s rights under equality and human rights. The registered manager supported people to access healthcare and promoted positive outcomes for them. Staff told us the service was a good place to work for. A member of staff told us, “I like working here and we get a lot of support from our manager. The registered manager said they encouraged people and staff to be involved in the day to day running of the service as much as possible.

Staff reviewed people’s care and support records regularly to ensure they continued to meet people’s needs. The registered manager had formed good relationships with other healthcare professionals such as the GP service and had regular contact with them to discuss and review people’s health needs. The registered manager used a variety of methods to ensure people had equity in experience and outcomes. Systems were in place to gain feedback from people. The registered manager carried out regular surveys with people and the results were analysed for themes and trends. Actions following these surveys were recorded and discussed however, these discussions were not documented. There were regular meetings held for staff to share their views and experiences and for the registered manager to cascade information about things happening in the service.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.