Franklin House Limited

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The management team were committed to improving the activity provision and documentation relating to medicines. The management team supported staff well and there was effective and frequent communication to ensure information was handed over and discussed to produce the best outcomes for people. There was an open and supportive culture between management and the staff team.

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 Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The registered manager had clear values which included a passion for providing a high standard of care to people. Staff praised the registered manager and wider management team, they felt supported in their roles. Comments included, "[Registered manager] is really good, they deal with things. [Deputy manager] has been promoted recently but been great so far" and, "[Registered manager] is great to be fair, they are one of the best managers I have ever had."

The provider's ethos included providing person-centered and conscientious care to people. The providers service user guide stated 'Our philosophy is to look after our residents in the best possible way, in a home from home environment, creating a lively stimulating atmosphere, where residents retain ownership and control over how they choose to run their lives, confident in the knowledge that care is always at hand when needed'. The service's values and staff roles were displayed in the building and the service user guide. The registered manager displayed passion for the service and people who used the service, aiming to drive good standards of care. The registered manager told us they were up to date with their training. They told us they had worked hard to move the service forward since they first started working there, they had enabled more staff development and empowered staff to carry out their roles better. The provider was responsive and supported the service and registered manager on a regular basis.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The registered manager told us the provider was supportive, visited the service regularly and was involved in quality monitoring and improvements. The culture was open and inclusive. Staff said the relationships between staff and people were positive. A staff member told us, "We work well together as a team. There is a good atmosphere and culture [in the service]. It is a good team." Staff told us the registered manager and provider carried out regular checks at the service and were supportive in their roles. Comments included, "The management are available, good and approachable" and, "Managers do checks and audits. They also do daily walk rounds [to monitor the standard to care]."

There were systems in place to monitor the quality of service. The provider used satisfaction surveys to ask people for their views and therefore improve service delivery. Staff meetings were also held to enable staff to discuss the problems they might have affecting their work. Although the management team and the provider carried out various audits in the service, auditing systems required improvement. The medicine audits did not pick up on the recording issues we found during the inspection. Care plan audits took place regularly, however, the audit tool used was not robust and did not review the quality of care records. The provider operated an on-call system to ensure staff had access to management support during out of hours. The registered manager told us they had relevant business contingency plans in place which were reviewed regularly to ensure the service could continue supporting people in a crisis.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.