First Choice Medical Solutions Ltd

On this page

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

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. People were supported and treated with dignity and respect; and involved as partners in their care. People and relatives told us staff were kind to them. Professionals we spoke with said staff showed kindness and respect to people and their families as well. A social care professional said, “My experience of [the service] has been that they [staff] have a ‘can do’ attitude to not only supporting [people] but also their families. They are receptive to new and different ideas but are also clear in their comments if they think something is not in [people’s] best interests. Supporting people to express their views and be involved in making decisions about their care People were involved in their care. They told us staff listened to them and their opinion mattered. For people who could not express their wishes and needs verbally, staff recorded their behaviour and body language when they received support or were engaged in different activities. This helped them identify what people liked and disliked. People told us they felt at ease with staff and their dignity and privacy were promoted. Relatives confirmed this and that wherever possible independence was promoted. Staff told us how they closed curtains and doors when they supported people with personal care. They used respectful language when talking about people and ensured they only disclosed personal information about people to authorised professionals or relatives if appropriate.

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 that the staff always treated people with kindness, compassion and respected their privacy and dignity. Staff interacted with other professionals they worked with kindness and respect. One person’s family member told us that when their loved one had been out, they were always happy to get back home.

The management team told us how they led by example and demonstrated a culture of compassion and kindness, and staff embraced the leadership model. Professional feedback was positive. One person’s key worker told us “Person has improved notably since being support by First Choice Medical Solutions, they have taken time to know the person well and my service user receives good quality person centred care,

Systems and processes in place monitor the standard of care provided to people. Staff have regular observed practice where the manager collaborates with the staff member to observe the interaction with the person.

People told us that they were treated as individuals and made sure their care and support met people’s needs and preferences. People were supported to access and participate in things that were of interest to them and or in events that stimulated their interest and ability to participate.

The registered manager told us they always considered people’s strengths, abilities, aspirations, culture, and unique backgrounds. People with protected characteristics were treated as individuals with access and equality at the forefront of their care.

There were processes in place to monitor how people were treated as individuals. For example, regular reviews were undertaken and feedback from people and their family used to check how staff treat people and maintain the quality of their care and support.

People told us they were treated as individuals, giving them choice and control about how their care and support was provided. One person told us how they were supported to do everyday living tasks themselves to help maintain their independence.

The registered manager told us they always considered people’s strengths, abilities, aspirations, culture, and unique backgrounds. People with protected characteristics were treated as individuals with access and equality at the forefront of their care.

There were processes in place to monitor how people were treated as individuals. For example, regular reviews were undertaken and feedback from people and their family used to check how staff treat people and maintain the quality of their care and support.

The service actively listened to and understood people’s needs, views, and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern, or distress.

Staff told us that they took time to get to know their service users well. This helped staff to identify if there were any changes to their mood, or if they were experiencing any pain or distress. This meant that staff could be extremely responsive and act accordingly to reduce or minimise and suffering and or pain. The systems and processes in place included the close monitoring of daily records, staff feedback and the recording of accident, incidents, or events. This approach meant staff could focus on keeping people calm and provide reassurance during periods of distress and or pain and discomfort.

The management team promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff members we spoke with told us they felt valued, respected, and supported within their roles. The management team spoke positively about their staff team.

There was a range of staff support systems in place including team meetings, individual supervisions, and work-based observations. Where staff showed additional skills and or abilities they were supported and encouraged to take on additional responsibilities, enabling promotion. Staff were asked to complete feedback several time a year through surveys.