Fareni Lifecare Ltd

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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

Whilst people told us staff supported them in a personalised way, records did not reflect this. People’s wishes and preferences around their care were not consistently assessed or documented. People were not always involved in the creation and review of their care records, however the provider took some action in response to our assessment findings. Most people did not have a care plan in place, however those in place did not fully reflect peoples physical, mental, emotional and social needs, including those related to protected characteristics under the Equality Act.

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.

People told us staff went above and beyond to meet their needs. People received care from a small group of consistent staff which meant they were able to get to know people well. One person told us “they know I like the crusts cut off of my bread, they know how I like my cup of tea made”.

Staff told us they knew people well and spent time getting to know them and their loved ones. The registered manager did not know people using the service, and relied on staff to learn people’s needs themselves.

We received positive feedback from people regarding how the service worked in partnership with others involved in their care. This included their GP, specialist nurses and therapy teams.

The service told us they have a good relationship with others involved in peoples care, such as their family, friends and healthcare professionals. No evidence in support of this was available at the point of assessment as contact with healthcare professionals was not recorded by the service. This meant there was a risk of information being lost or shared inaccurately from memory.

The service did not provide any contact details for professionals involved in peoples care. We therefore were unable to seek their views on working with the service. We also had not received any feedback ahead of our assessment.

The service did not have a system in place to record and review the involvement of others involved in peoples care, such as therapists and healthcare professionals. This meant we could not be assured important information relating to people’s health and care needs was being recorded and actioned appropriately.

We found most people to not have any care records in place at all, in any format. One person told us they had been waiting several months for a care plan, but remained happy with their overall experience.

Peoples communication needs had not been assessed by the service. This meant the provider would not know the most appropriate way to communicate with people. We saw some people had complex communication needs, such as being hard of hearing, however the provider told us they will take action to ensure people receive information in suitable formats.

The registered manager told us they would make improvements to ensure they provided people with information in formats accessible to them. The provider had a policy in place to reflect this.

People and their relatives had not been provided with surveys or questionnaires to obtain their views about the running of the service. People had not always been offered the opportunity to be involved in the creation of their care plan.

The registered manager told us they called people to seek their feedback, however did not record or analyse the feedback they received. No evidence of action taken in response to feedback was available for us to review.

The provider told us they did not have a process in place for seeking feedback, however said they encourage staff to check people are happy and to report any concerns. We received a template of a survey the provider was planning to implement, which included questions relating to peoples experience of the service.

The service had not received any complaints. The registered manager told us they spoke with people to seek their feedback, however did not record or analyse it to drive improvement. The service shared with us a questionnaire they planned to send to people, however had not done so at the time of our assessment.

Peoples care and access needs had not been fully assessed or reviewed. Whilst staff told us they knew peoples needs well, this information was not captured within care plans or records.

There was no process in place to check people were able to access the care and support they needed. The registered manager told us they plan to develop a process in response to our feedback.

People told us they would feel confident to talk with staff about their care should they need to.

The service had not received any complaints. The registered manager told us they spoke with people to seek their feedback, however did not record or analyse it to drive improvement. The service shared with us a questionnaire they planned to send to people, however had not done so at the time of our assessment.

There was no process in place for ensuring peoples care enabled them to access services equitably. There was a poor understanding of people who may experience inequality in experience or outcomes shown by the provider, Information had not been sought to ensure this quality statement was being met,

People had not been asked their wishes and preferences around the care they would like to receive when they approach the end of their life. Information had not been provided to people around the benefits of planning for the future.

The registered manager told us they are aware care records need to be in place. They took action during the course of our assessment to begin collecting information from people in relation to their future plans, wishes and preferences.

Where care plans were in place, they did not reflect peoples end-of-life care wishes. As most people had not been assessed ahead of receiving care, there had not been attempts to seek out this information to ensure peoples wishes were respected.