Nationwide Care Services (Northfield)

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.This is the first inspection for this service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and relatives said, Carers increased the quality of life by being kind, caring and understanding and providing friendship and support. They felt the well-being of the people receiving care had been enhanced by the quality of the care.

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. People and relatives felt the staff were kind and caring. During assessment of needs people were offered choices of preferences for delivering the care. One person’s needs were met by the provider offering a statement of purpose in Arabic. One relative said, “At Christmas even though we are not Christian and do not celebrate this, the carers cooked us a hot Christmas meal just like all the other families had enjoyed and we felt very happy about this inclusion.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. One care plan detailed photos of equipment used by the person and described that persons wishes for how they like to dress during the winter months. One relative said, “The staff are wonderful and are always smiling and make the day for all of us.” One staff member said, “One of my clients I go every day, and I try and offer them different things like tea, coffee, juices. To support them to be independent and offer choices in clothing.”

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. The manager told us they were flexible, adjusting peoples care calls to meet people’s needs. Staff said, “If I thought [person] was confused, I would call 999. This happened previously, and [person] went into hospital, and they made some changes to their medication. I discussed this with the office as there were changes to medication when they returned home from hospital, and the person is better now.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. All care staff confirmed that the service supported their wellbeing to make sure they could give their best to people when at work. They told us, that they felt listened too and that they liked their jobs especially caring for the people, and that the manager and the office staff were approachable.