Fawaz Homecare

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

Care plans were person centred. Information was accessible and people's views were listened to and acted on. People's equality and diversity needs were respected and met.

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.

Relatives of people using the service told us their needs were met in a personalised way. They said the provider was responsive and adapted care plans when needed. One relative wrote, “…you have been so professional to listen to me [and identify] what my needs are with [person]. You took note and showed empathy. You gave advice, which I haven’t had before. You understood dementia… Thanks to you, [person] gets up and gets ready as they know they are cared for…It gives [person] something to look forward to.”

Staff understood the care needs of the people they were supporting and regularly reviewed the care plans which included detailed information on people’s wishes on how their care should be provided.

Relatives confirmed people using the service had the same staff providing care which helped to build a relationship and for staff to know the person’s needs.

The registered manger told us, “It makes service users feel better when the care staff understand the culture and what people need in relation to that. It makes it easier for care workers because they already understand the religion / culture.”

We were unable to gather any direct feedback from partners.

Continuity of care was met by the same staff supporting the same people so that there was consistency of care and gained an understanding of people’s care and support needs. Care plans identified the person’s religious and cultural characteristics and their language preferences.

Relatives of people using the service felt they had the information they needed. They knew who the registered manager was, who to contact if needed and they had enough information about the care and support provided. They told us the service communicated well with them.

The registered manager explained it was a small service of two people using the service and two staff plus the registered manager. This meant the registered manager covered shifts every week and had the opportunity to speak with staff, people using the service and their relatives. If there were any concerns raised this could be dealt with immediately.

Care plans indicated if the person had any visual or hearing impairments and any other communication support needs. Information was provided in a range of formats to meet people’s needs. We saw one person’s care plan was translated into their primary language.

Relatives of people using the service felt communication needs were met and that the staff listened to them. Being able to express themselves in their primary language helped them to better communicate. Relatives confirmed they saw the registered manager weekly and could give feedback directly.

The registered manager told us both people’s relatives rang regularly to give feedback. The registered manager and relatives had good communication. The registered manager also sees the relatives weekly when they provide care to the people using the service. Additionally, there is phone feedback and surveys.

There were processes to help gather people's views and for them to feel involved. These included quality assurance visits, telephone interviews, face-to-face meetings and spot checks of staff at the person’s home. This was analysed so action could be taken if required.

People could access the provider and speak directly to staff through an on-call phone system during out of hours.

The registered manager told us they used feedback from people to help improve the service and make sure information was accessible.

The service was very small and the registered manager was in close, weekly communication with people using the service, relatives and staff. Feedback was acted on as soon as it was received to make sure people’s needs were met and to continuously improve the service.

The relatives of people using the service felt their diverse needs were met, for example staff sharing language and culture with the people they cared for.

Staff undertook training around equality and diversity.

The provider had policies and procedures to help ensure equality of experience and outcomes.

At the time of the inspection, no one required palliative care but if they did, the provider would refer them to the appropriate healthcare professionals. The registered manager confirmed they would work with healthcare professionals to ensure people received the support they needed and to meet their wishes.

Care plans asked how the person wanted their support to be provided if their health were to deteriorate and they required palliative care.