Partners in Care (Nottingham) Limited

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 assessment for this newly registered 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.

Care plans, people’s and relative’s feedback and staff feedback, demonstrated people received person centred care and the registered manager involved people in all aspects of their care and support. The registered manager supported people with complex care and support needs and ensured care plans detailed how people wanted to be supported in line with their care needs including their mental health. One person told us, “I did ask for female staff and that is what they provide.”

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.

Partners in Care (Nottingham) Limited supported a range of people with differing care needs. Staff had completed a wide range of training to ensure they were equipped to support people with varying levels of need. The service worked collaboratively with local services to promote effective communication and ensure people received coordinated support.The registered manager told us, “I have a good working relationship with professionals, I am not on the local authority [commissioned] list. I get a lot of my work because professionals know about me and the quality of my work and the service I can offer. I care for some of the most complex people and I understand people’s needs because of my work experience.”This meant people received consistent, well‑coordinated care delivered by staff who understood their needs and worked effectively with other professionals to maintain continuity and positive outcomes.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Communication care plans were in place to ensure people received information in a way they could understand. For example, where a person did not speak English, the registered manager provided staff with clear guidance on the words and phrases the person used and their meanings. This helped staff understand the person’s preferred way of communicating and ensured support was delivered in a respectful, individualised way. This meant people were supported as individuals, and communication barriers did not prevent them receiving person‑centred care.

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.

A monthly questionnaire was sent to people using the service to gather their views and experiences. Feedback was reviewed by human resources staff and the registered manager, and any themes or suggestions were used to identify improvements. Care plan reviews took place regularly and involved people and those important to them. This meant people had the opportunity to discuss any changes they wanted to make and remained fully involved in directing their care and support. Records showed no complaints had been raised in the last year and everyone we spoke with confirmed they had not needed to make a complaint. One person told us, “I’ve got absolutely no complaints whatsoever.” People told us they knew how to raise a concern and felt confident the registered manager would listen and take action if needed.This meant people were consistently involved in shaping their care, felt listened to, and were confident that their views would be acted upon.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People told us the registered manager was proactive in helping them access additional services when required. One person told us, “[registered manager] goes above and beyond, [name] has contacted the mobility team for me and made a referral.” This demonstrated the registered manager’s commitment to ensuring people received the right support without delay.

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.

The registered manager was committed to delivering equitable care and ensuring people from all backgrounds could access support. Staff considered individual needs such as culture, disability, language and personal circumstances when planning care, and people felt listened to and respected. The registered manager shared with us several examples where they had made adjustments to people’s care, such as adding extra care calls so staff could support people to health appointments. This meant people received timely support that reduced barriers to accessing essential healthcare and improved their overall experience and outcomes.

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.

The registered manager took a proactive, person‑centred approach to plan for people’s future needs, which included end of life care. People had care plans in place that involved them and their families in decisions, and ensured plans reflected their wishes and changing circumstances. Staff had completed end of life training. One staff member told us, “I have had training online about end-of-life care and support, I have also had a lot of training previously and experienced a lot of end-of-life care.” This meant people received support from trained staff, that was in line with their preferences, with clear guidance in place to follow for future changes.