First Thought Care Services

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

Clear governance and management systems were in place. Managers and staff understood their role and responsibilities to ensure people received positive outcomes in a safe and supportive environment. Plans were in place to enhance the provider’s accountability and scrutiny of the service and senior management team. Processes were in place to ensure people's care and associated care records were regularly reveiwed and updated after incidents. The registered manager had proactively worked along side commissioners to accommodate people’s needs. However, the provider had not always ensured the care being commissioned and provided to people who receive the regulated activity of personal care was in line with their registration. This place people at risk of not receiving appropriate care in line with regulations. The registered manager was proactive in communicating with other stakeholders about changes in people’s needs and was responsive to any feedback.

This service scored 11 (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.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

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.

Staff spoke positively about the provider and the training they received. We received comments such as, “Really a nice place to work …..Support is done in a very good way. Having the management in place. It is very good” and “I love working here, feel really supported. The management make you feel as important as the people we are looking after.” The registered manager described the actions they had taken to support people to understand their package of care and the staff who supported them. People were supported to understand they could change their care providers without impacting on their accommodation. The registered manager shared with us their vision for the future of First Thought Care Service and their plans to restructure the senior management team to support their aspiration and enhance the scrutiny over senior management roles.

The provider has not always ensured the care being commissioned and provided to people who receive the regulated activity of personal care was in line with their registration and best practice standards for people living in supported living services. This placed people at risk of not receiving appropriate care in line with their personal care and support needs. Managers and staff are aware of best practices to improve equity in experience and outcomes for people using services. Effective governance systems were in place to monitor the quality of people's care and help them to maintain their home. Systems were in place to review and analyse incidents to identify trends or patterns and take action as needed. People's care needs and care records were regularly reviewed. The provider worked with family members, relevant professionals, and stakeholders to ensure people’s needs were being monitored. The provider’s policies were underpinned by evidence-based guidance and legislation; however the provider should ensure all relevant policies reflect the local authorities who fund their services to ensure staff have the correct contact details. Effective processes were in place to monitor the training and development of staff and to ensure they understood their role and responsibilities. Staff were supported and skilled to support people with complex mental health and learning disability needs in the least restrictive manner. The provider worked with key stakeholders such as the fire service and commissioners to ensure people lived in a safe but comfortable environment of their choice.

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.