Nationwide Care Services (Northfield)

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. 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 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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. A relative said, “Care plans and any changes are reviewed regularly, and we take it seriously and appreciate the input we receive from the office.” Another said, “Only ever seen mum given choices and sometimes we have a laugh if the clothes don’t match.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. Care plans were in place and reflected peoples wishes and needs. Staff were aware of people’s dietary needs and support. A staff member told us, “[Person] has a specific amount of water daily, there is a fluid chart, and I make sure everything is measured out and I use a measuring jug for soups and milk for cereals to make sure they [person] does not go over the target.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. Electronic care plan systems enabled staff to review information as needed to get to know people and access changes in needs and updates for that person on attending the call. The provider and staff worked with health and social care staff such as district nurses and GP’s. A relative said “The carers do such a wonderful job and even went to some extra sessions with a local charity to better understand help my [persons] condition.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. Staff said that they would contact 999 and inform the office if they felt that the person was unwell, and supervisors would make additional telephone calls to the person and contact their GP to monitor and prevent deterioration in health conditions.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.Care plans were reviewed and care records monitored. People felt that they were involved in the planning of their care. Care plans reflected details of how the person would like to be supported and feedback from people described staff as kind and caring with many saying that the carers are more like friends.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. Staff told us that they would talk to people to gain consent for care and respect if a person declined assistance. Staff would contact the office, and the person would be placed on a monitoring call to manage any signs of health concerns. Feedback from relatives supported that staff would engage during visits and be kind and patient.