Nucare Group 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 provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. Staff demonstrated a caring, compassionate attitude towards the people they supported and the care they provided them. One staff told us, “When providing personal care, I ensure the service user feels safe and secure. I do this through speaking to them about what will happen and if they feel unsafe to let me know. It is important that they feel their dignity is upheld and they feel comfortable with me providing intimate care.” People and their families were overwhelmingly positive about the support they received from staff. One relative told us, “These I could trust with my [Name of relative]. They go above and beyond. They are wonderful. Nothing is too much trouble.” A person told us, “They wake me up gently and lovely. They are fabulous. I don’t hear them come in, but they always say ‘hello’ and who they are.” Another person told us, “The lassies are brilliant. They do everything you can think of and still ask if there is anything before they leave.” Relatives also told us of occasions when they had been supported by staff at Nucare with staff going above and beyond to support them too. One relative told us, “They support me as well. They said if you ever need to talk to somebody.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Care plans were person centred, and people were cared for according to their individual needs. However, some sections of care plans needed further detail to ensure all staff and particularly new staff had all the information they needed to support people effectively. People and their families were positive about the personalised support they received. One relative told us, “It is the silly little things that matter. If they have enough time, they blow dry [Name of relative’s] hair and brush it which [person] loves. It makes [person] feel good.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s care plans were up to date, personalised and contained information about their likes and dislikes, and how they preferred staff to meet their care needs and wishes. People were encouraged to maintain their independence and make choices about their daily care and support. One relative told us, “They do not do everything for [Name] as they can still do things for themselves, and they let [Name] so retaining their independence.”

The provider 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. Care records showed that where staff noted changes in people’s needs health interventions were sought and followed up. People and relatives were complimentary about staff and told us how they went out of their way to support them. One person told us, “When I came out of hospital it was 3.30 and my first call from them with the first carer was 4.45. You don’t get better than that.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff from induction were provided with the skills and knowledge to feel confident to provide safe and effective support. Support was provided through supervision and team meetings, and staff were encouraged to develop professionally. The provider had systems in place to recognise staff performance and build staff morale, including incentives. We received feedback from staff that when needed, adjustments were available for them to support them with their personal circumstances. One staff member told us, “I have enjoyed my time with Nucare. They are very friendly and helpful with all my issues, in and outside my working environment.”