Nationwide Care Services (Northfield)

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.This is the first inspection for this 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.

The provider made 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. People were supported by staff who knew them well. There was a handover process in operation to make sure all staff were aware of any changes in people’s needs and wishes. The staff and management team told us that people’s care packages were individually tailored to meet the specific needs of each person. Most staff said they were part of a team that continually provided care and support the same people. They said it was beneficial to support the same person on a regular basis, as they could get to know them well. People and relatives told us carers are like friends and build a rapport so that the care is person centred at all times.

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. Staff were able to discuss ways utilised to meet people’s changing needs to attend appointment. One family member told us “I know my parent appreciates all the care and kindness and this in turn improves their quality of life.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service supported people to express their views and offered choices tailored to individual people using a communication method appropriate to that person. People’s care plans contained information about people’s individual communication needs. Staff told us about communication tools they used to support people to make choices. This included objects and pictures.

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. They involved people and families in decisions about their care and told them what had changed as a result. The service had a complaints policy, and a complaints log was available for review during this inspection, this detailed outcomes and actions. Staff undertook meetings where people were supported to express their views.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were encouraged to attend the GP for appointments when they could, enabling them to have the same access as people in the community. Care plans considered people’s health conditions and included information on how to support the individual to better manage their condition. This meant the staff understood people’s specific health conditions and could promote positive support for people. An effective call monitoring system was in place to ensure calls were met timely, and people were contacted to discuss changes or delays to these times. There was an out of hours team for people and staff to contact in emergencies.

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. Staff received training in equality and diversity which gave them an awareness of barriers and discrimination which people living in the community may experience. Staff and management advocated on behalf of people to ensure they led a full life. Care plans contained detailed information about people’s religious and cultural needs. Staff were aware of people’s diverse religion and cultural needs and wishes and knew how to protect them from discriminatory behaviours and practices.

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. Care plans were in place and detailed end of life wishes including DNACPR decisions and staff completed specific training during their induction period to help support people. 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. Care plans were in place and detailed end of life wishes including DNACPR decisions and staff completed specific training during their induction period to help support people.