Fervid Healthcare Ltd

Assessment processes centred on people's needs and choices including any equality characteristics. Care staff received training so they could understand any care needs people had. People received help with their meals and drinks and their choices and preferences were respected. Care staff worked with other agencies to help people receive consistent care and access healthcare services.

People were supported to have maximum choice and control of their lives and care staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People described care staff as caring, patient and lovely and that they felt well-cared for. People were supported to express their views and be involved in decisions about their care. People's privacy and dignity was fully supported by care staff. People's independence was promoted.

People experienced responsive, person-centred care. People were involved in reviewing their care with care staff and knew they could make changes when needed. People's communication needs were known and understood. People's relationships with others that were important to them were supported and care staff took steps to reduce social isolation for people. People could give their feedback, including compliments or complaints and policies were in place to ensure any complaints would be investigated and resolved. People could discuss any end of life care choices with care staff and care staff knew when other health and social care professionals were involved in people's support.

Systems were in place to help ensure the good governance and management oversight of the service. Audits were used to help check on the quality and safety of services. The service was focussed on providing person- centred care and promoting people's rights. People were engaged in the service and their views sought and listened to. Care staff worked well in partnership with other people involved in people's care.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk