Fam Daily Care Ltd

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Staff had a good understanding of the care needs of people they supported. They promoted people’s independence and encouraged them to do as much as possible for themselves. People were treated with kindness and their privacy and dignity were respected. People were supported to express their views and be involved in making decisions about their care. People were able to make choices about their day-to-day care.

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.

People told us staff were nice. Relatives told us they found staff kind and caring. A relative told us, “[Staff] were great. Even when [relative] was rude, they would still be kind.” Another staff member said, “Staff are kind and caring. This service is the best solution for [relative].”

The registered manager told us how they supported staff to develop positive caring relationships with people using the service. They said, “First of all the training prepares them then secondly, we ensure we give close supervision and encourage good communication. We also encourage [staff] to read the care plan.” Staff described how they got to know a new person moving into the service. A staff member said, “I went through their care plan. I introduced myself and asked, ‘Is there anything you would like me to do for you today?’” Staff were knowledgeable about promoting people’s privacy and dignity. Comments included, “We try to protect everybody’s privacy. We do everything [personal care] in their rooms. We don’t pass their information on to others” and “Before I carry on with any task, I ensure the windows are closed and doors are shut. I ask if there is anything they want me to do and always follow what they want.”

Health and social care professionals worked well with the management team to ensure the needs of people using the service were fully met.

There was a calm, relaxed atmosphere in the service. Staff were observed to speak to people appropriately and gently.

Relatives told us staff treated people as individuals.

The registered manager told us, “We encourage staff to spend quality time with the person. The care notes and the audits show me if the right things are being done.” They also explained they check how staff were working with people during spot checks. Staff understood the importance of treating people as individuals. Comments included, “I will always respect everybody’s opinion because everybody is an individual.” “I give [people] choices on the way they want to be treated or the way they want to be handled. I will ask them, give them the options, for the clothes they want to put on, the choices of the meal so they have a balanced diet” and, “I do that by making sure [the person’s] opinion counts and I give them choices. I don’t force my opinion on them.”

We observed as people had their own dedicated staff member, this enabled people to be treated as individuals receiving care in accordance with their preferences. Staff were seen constantly checking in with the person they were working with in terms of offering activities, drinks, food or having a general chat.

Care plans detailed people’s life histories to enable staff to start conversations with them and also detailed people’s care preferences.

Relatives told us staff encouraged people to make choices. They also confirmed there were no restrictions on people receiving visitors telling us they could visit whenever they wanted.

The registered manager told us, “We make sure we protect the data we hold about the people living here and we make sure they know this is their home and they have the right to privacy. We also train the staff that everyone has the right to dignity.” Staff explained how they promoted people’s independence. A staff member said, “I try as much as possible to allow them to do as much as possible.” Another staff member explained, “By engaging [the person] during the day with activities” This staff member gave an example of enabling people to eat and drink themselves with as little help as possible. Staff gave examples of how they offered people choices. For example, a staff member told us, “I ask person what [they] want. When it comes to food, we ask [the person] what they want for lunch and if they want to make changes to the menu. We would normally involve them.”

We observed people being offered choices of food, drinks, and activities during the inspection visit.

Care plans documented how the person was involved in planning their care. For example, a person’s care plan stated, “I participated in the planning process by answering questions about myself and my preferred support methods. Staff consulted me while drafting the support plan." Care plans also contained the expected outcome of care delivered.

Relatives told us their relative had their own staff member working with them which meant their immediate needs could be attended to.

The registered manager told us they were able to respond to people’s immediate needs because each person had their own dedicated staff member during the day. Staff told us they were able to respond to people’s immediate needs because they were allocated to work with a single person so could give that person all their attention.

We observed each person had their own dedicated staff member which meant their immediate needs could be attended to promptly. We saw this in action, for example when a person wanted a drink, the staff member was able to support them with this immediately.

They said, “We try to listen if they have any issues, and I ask them from time to time how they are feeling. We try to ask them what they need. Sometimes we have needed to advise.” The registered manager told us there had been occasions where they had to provide accommodation to staff when they have been displaced or they had given them money for food. Staff confirmed they felt supported by management and confirmed they had regular supervision where they could discuss any issues. A staff member told us, “Almost every week [management] check in with us to see how we are. Supervision is useful.” Another staff member told us in relation to supervision, “We discuss the progress in care and if I have any issues I want to discuss or suggest.”

The provider held regular supervisions with staff every 2 to 3 months where they checked on the wellbeing of staff, discussed any issues or concerns and documented what support was offered.