Franklin House Limited

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

People received person-centred care tailored to their individual needs and preferences. Staff knew people well and involved them in planning their own care and support, and making decisions that would affect them. People were treated equally and given the same opportunities by staff who were knowledgeable about discrimination and inclusion. Complaints had been responded to in line with the complaints policy.

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 their voices are heard. Comments included, "I think that the staff listen to me. I am treated fairly and with respect. For example, they celebrated my birthday well and they made me a birthday cake" and, "I feel listened to." People knew how to make a complaint. One person told us, " I've never had to complain, but I would go to the office if it was needed."

The registered manager told us the service advocates on people's behalf if there are any barriers to accessing healthcare. They added, "We give people choices of GPs, they can stay with their usual same GP or change over. We also have advocates supporting where needed." Staff told us residents meetings are held where people are able to express their views. One staff member said, "Residents meetings are held and [people] are asked about their views. For example, we ask what things they are interested in for activities and for meal planning."

Complaints had been responded to. There was an up-to-date complaint policy in place and the provider ensured the quality of care could be assessed, monitored and improved upon. People’s views had been sought through regular contact, surveys and resident meetings. We found menus had been changed after people voiced a need for change in a residents meeting. We found processes had been changed with the laundry process after feedback from a recent survey.

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.