Felix House

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

The provider asked people for feedback in different ways to ensure they understood and engaged where possible. They were aware of the potential barriers and challenges people may face. Staff listened to people and tailored their care and support as required.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff were positive about their role and told us they aimed to advocate for and support people to develop skills and move on from the service. They shared examples of things they had done to support people which they were proud of. Staff told us they were aware of the challenges people who lived at Felix House may face. Staff we spoke with understood their role in ensuring people's equality and diversity needs were met. Managers told us people’s diverse needs were assessed and considered on an ongoing basis. This was echoed by people and observed during our visit. Staff received training in equality and diversity. They told us they empowered people by presenting information and options in different ways and always offering choices.

People were asked to provide feedback in different ways. Staff held regular meetings with people to gather feedback and review their needs. Where necessary, this resulted in changes to people’s support and the service provided. Regular surveys were completed, and we were shown the results of a recent survey. This showed people’s level of satisfaction was high and comments were positive. Feedback gathered from surveys was reviewed and analysed, and actions taken as required.

People spoke positively of their experiences with staff, managers and the overall service. Relatives were also positive in their feedback, and felt staff empowered their family members. People told us staff listened to their views and acted on feedback which was given in house meetings and meetings with their key workers. They knew there was a key member of staff they could go to if they had any questions or needed support about their care. People told us they were involved in their care and developing support plans. These were tailored to the individual’s needs and experiences.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.