Nucare Group Ltd

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 provider met people’s needs.

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

This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 making sure people were 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. Staff were aware of the importance of providing person centred care and offering people a choice in relation to how they chose to live their lives. People’s care plans reflected their life history, interests, choices and preferences. People had consistent support from regular care staff and relatives told us that staff knew people well and understood their needs. One relative told us, “It does not seem like it is a job to them, they build up trust. It is always 100% irrespective of who we get to provide the care.” Another relative told us, “They treat [person] as if [person] is their relative. I love that.” Professionals were also positive of the individual support given. One professional told us, “There were times when they went above and beyond.” Another told us, “They are knowledgeable of their clients.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Care records confirmed relevant health and care professionals were contacted when people needed to see them. Systems were in place to monitor and review care, this included provision to ensure consistent care was delivered.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Systems were in place to meet the requirements of the Accessible Information Standard and for information to be provided in ways that met the individual needs of people supported. Care plans outlined individuals’ communication needs and the support required. For one person, this included information about assistive technology used to aid speech.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People and relatives knew how to give feedback about their experiences of care and of any concerns or issues. The provider welcomed feedback and saw it as an opportunity for learning and improvement. We saw evidence of complaints and concerns responded to quickly and, where appropriate, action taken. A family member told us they had raised a concern via email in the evening and received an immediate telephone response, which they felt demonstrated how responsive the provider was.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff were responsive to people and ensured they received care and support in line with their preferences and needs. Records showed people had equal access to services, including healthcare, and were supported in a timely way. People were treated fairly and equitably and reasonable adjustments made where needed.

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. Managers and staff understood their responsibilities in ensuring people’s treatment and support promoted equality, removed barriers or delays and protected people’s rights.The provider completed regular care reviews to ensure people’s care continued to meet their needs and new goals could be set. The provider had policies, training and systems in place to encourage people and staff to speak up about equality and diversity.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Wording of some DNAR (Do Not Attempt Resuscitation) decisions in care plans needed to be clearer to guide staff more effectively in an emergency. The provider took immediate action to rectify this. Care plans were updated regularly to reflect any changes in need and people’s decisions were seen to be respected and supported.