Fareni Lifecare Ltd

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Personalised care plans were not always in place, and those in place did not reflect peoples life histories, preferences or needs thoroughly and accurately. The registered manager did not know people using the service, and relied on staff to share information about people with them. People told us staff were kind and caring, and treated them with respect. Staff knew peoples needs well, and people told us they took time to get to know their individual preferences. Staff attended visits at the time people expected, and no visits had been missed.

This service scored 60 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us staff always treated them with kindness and compassion. This extended to peoples families and friends. One persons relative said 'They are kind, staff talk to [my relative], they like the staff and are able to relax and have a joke with them.' We received consistently positive feedback from people and their relatives around the kindness of the staff team.

Staff and leaders generally spoke with kindness and compassion towards people. However, the registered manager used a derogatory term when telling us about a person who was experiencing heightened emotions. This did not support the view of a kind and caring culture at the service. The registered manager told us this was a mistake on their part, and an isolated incident. We did not find any other examples of inappropriate language used to describe people using the service.

The service did not provide us with any contact details for partner agencies for us to contact, and they did not record any of the feedback they had received ahead of our assessment.

People told us staff knew them incredibly well, and felt they went above and beyond to meet their individual needs. One person told us "I have the same carer, they are excellent. They are aware that I am not able to stand for long periods and helps me with my wheelchair, bathing and dressing. They wheel me, or walks with me out into the garden." However, peoples individual preferences were not documented in care records. This meant things which were important to people, such as their likes, dislikes and life histories, could be overlooked should there be an unexpected change in staff team, for example in case of sickness.

In response to the findings of our assessment, the registered manager and a senior staff member undertook full reviews of peoples individual preferences, likes and dislikes. They told us they plan to continue undertaking monthly reviews of peoples needs to ensure they are providing individualised care best suited to them.

Peoples individual needs and preferences had not been fully assessed by the service. Care records did not reflect peoples personal, cultural, social and religious needs thoroughly. Most people did not have a care plan in place, however those who did had not always been involved in the assessment process.

People told us they were encouraged to remain as independent as possible. One person told us 'The staff assist me to walk without my walker.' However, the service had not undertaken a thorough assessment to ensure the person was safe to walk without their walker. Another person who used to enjoy gardening, but is now unable to do this independently told us 'gardening has always been my life, now I can no longer get out, the carers go down my garden and take photos for me to see'.

People were not always involved in the creation and review of their care plan, This meant they were not always involved in the decision making process about the care they received. The registered manager and a staff member told us they would take action in response to our feedback by involving people and their loved ones in creating care plans reflective of peoples wishes and preferences.

The service did not have a robust process in place to ensure people knew their rights and had choice and control over their own care, treatment. and well being. Where written records were in place, these were of poor quality, and people had not been consistently involved throughout the process.

People told us they felt staff understood their immediate needs well. We were told that staff arrive on time, and should anything change they are kept informed by telephone. One person said 'staff are always here at the agreed time, sometimes they stay over the length of time that they should.' Staff knew peoples needs as they had spent time getting to know them, however did not always have records to refer to or document peoples changes in preference, routine or care needs.

The registered manager told us they were confident staff knew peoples needs well as they had worked with them for a long time. They told us that people were supported by small teams of staff to ensure continuity in care. Whilst this mitigated some risk to people who did not have care records in place, we were concerned that important information relating to peoples needs could be missed should there be an unexpected change in staffing. The registered manager told us they will take action to address this.

The registered manager told us they are committed to ensuring staff are supported through training and development to be able to provide care in a person centred way. However, we found that none of the staff working for the service had been supplied with any training or supervision to support their practice. In response to our assessment, the registered manager arranged for staff to attend moving and handling training, medicines management training and Care Certificate training. A newly appointed care supervisor also undertook initial competency checks of staff practice in response to our findings.

The service did not have a process in place to ensure staff were well supported. Staff did not receive supervision or appraisals from leaders, and did not have access to training.