Nurture Care Services

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

Responsive – this means we looked for evidence that the service met people’s needs. This is the first inspection for this newly registered service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

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.

Staff put the person at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. They worked with the person to develop a personalised care plan, which took into consideration their needs, risks and desired outcomes. Care plans were detailed and contained information about people’s preferences, likes and dislikes, and included equality and diversity information. For example, people’s cultural requirements and personal relationships. Staff told us care plans helped them understand how best to support people.

The person and relatives felt staff worked well with them. They told us they received care and support from staff they were familiar with and there was consistency and continuity in the service. The person was supported to integrate into the local community by staff. The management team understood people’s health and care needs and communicated these with professionals.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were assessed and discussed during their initial assessment. This ensured staff knew how to communicate with people. Information was provided to people in formats that were suitable for them to read, for example easy read or large print text. We saw that people had access to information about the service. A person was positive about the service and the level of communication. They said, “I can talk to anyone from the service if I want.” A staff member said, “We speak calmly and don’t raise our voice when communicating.”

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. A complaints procedure was available for people and relatives to use if they were not happy with the service or had concerns. The person and relatives felt they could speak with the registered manager if they had any complaints. They felt confident they would be listened to and action would be taken to resolve any issues. There had not been any complaints made about the service since they registered with us.

Staff made sure the person could access the care, support and treatment they needed when they needed it. Staff completed daily notes which gave an overview the support and care provided, as well as capturing any changes. This ensured all staff members were aware of changes to the person’s health conditions and knew what action to take to refer the person to appropriate health care professionals.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The management team had an awareness of the groups of people who were at risk of inequalities and barriers to their care. A staff member told us, “I believe there is a good culture here and the company challenges discrimination and promotes equality.” The nominated individual said, “We aim to support people equally regardless of the their background, religion or sexuality. We have an ethos of equality and finding positive outcomes for all people through the services we provide.”

Staff knew how to support people to plan for important life changes. End of life care was not being provided by the service, but the registered manager was aware of the importance of this if people’s needs changed. An end of life care policy was in place. The management team confirmed, if needed, people and their families would be involved in decisions about people’s future care and support.