Archived: Faith IN ME Home Care

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• 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

During our assessment of this key question, we identified a breach of regulations in relation to person-centred care. People’s needs and preferences had not been taken into account when care was planned.

This service scored 54 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Due to the erratic visit times people did not always receive care that reflected their needs and preferences. Comments included; “If they don’t come on time, I miss my breakfast”, “Sometimes they come as early at 5:30pm to put him to bed. It’s knocked all our bedtimes out. The body clock is all wrong” and “They try and work quicker than they can think. Sometimes my relative is desperate for a shower and doesn’t always get one” and “The regular two carers are fine, but the others are rushing to get away all the time.

Staff confirmed they were not always able to meet people’s preferences in relation to visit times.

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.

Some people had specific needs in relation to receiving and understanding written information. For example, one person’s first language was not English. No consideration had been given to providing information in a different language.

People had not been asked about their preferences or wishes in this area .

People told us they did not always feel they were listened to by management. Comments included; “I have raised complaints about [timekeeping] to [Staff name], and they argued that the times they had on the plan were different” and “I get a lot less hours than what’s on the plan and I don’t know why. The office never tells me why they are cut down.” We were told of occasions when people had felt at risk of losing their package of care after raising concerns about visit times.

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 and relatives were not always treated with respect. We were told of occasions when managers had shouted at relatives and people when they had raised concerns. Staff told us managers instructed them not to speak with some relatives. People and relatives told us they felt care staff treated them fairly. One commented: “I know everyone by name and they are trustworthy.”

Care staff were empathetic when talking with us about the people they supported. They demonstrated a non-judgmental approach to their roles. Many were frustrated and upset by the difficulties they faced due to poor rota management. One told us they understood what people needed and when and would try and reorganise their rota so they could better meet people’s needs.

Care plans contained information about any communication needs people had. There was a policy in place in relation to Accessible Information Standards. Not all staff had completed training in Equality and Diversity. There was an appropriate and up to date policy in place.

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.