7 Fairmile Drive

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 service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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. People received responsive, personalised care and support that met their needs. Care plans reflected people’s needs and preferences. These were regularly reviewed updated when people’s needs changed. All staff then signed they had read and understood all updates to the support plans. Relatives said they had been involved in agreeing and reviewing the care plans.

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. The service worked with commissioners and health and social care professionals to ensure people’s needs were reviewed and met. A relative said, “I have monthly meetings with the manager and college.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Relatives said communication with the service was good, with regular phone calls and messages. People’s communication needs were identified. We were told some people struggled to understand some staff due to their accents.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result. Relatives were extremely positive about the communication with the service. They were asked each month if they had any feedback or concerns about the support provided. A relative said, “The service manager rings each monthly to ask if I’m happy with the care and if I have any concerns. Things are sorted out straight away.” Another relative told us, “I’m always being asked for feedback and if I have any ideas for changes. We have very close contact. I’ve given them my views, and these have been taken on board.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported to access health services when they needed them. However, there had been some disagreement between the learning disability and mental health services as to who would take the lead for one person. The registered and service managers resolved this by engaging with the person’s GP for a review.

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. We saw, and people told us about, how staff had supported them to access community facilities. Peoples experience has been improved because the service had promoted opportunities for people to be involved in activities of their choice.

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 goals and wishes were identified and plans in place to support them to work towards these goals.