Nomase Supported Limited

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 assessment for this newly registered service. This key question has been rated Good. 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.

One person told us, “The carers are all lovely. You can have a laugh with them.” A relative added, “The carers are all very considerate.” Staff had built positive, trusting relationships with people, who told us that carers were relaxed and comfortable in their approach while still maintaining professionalism.

Care plans contained guidance on how each person preferred to be addressed and supported. This helped staff deliver care that upheld people’s dignity, individuality and personal identity. Staff demonstrated a strong understanding of these preferences and adapted their approach accordingly.

Staff also showed kindness and respect when working alongside external professionals. Feedback highlighted that partnership working was polite, respectful and centred on achieving the best outcomes for people.

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’s care plans contained information about their personal histories, likes, dislikes and preferences, as well as their social, cultural, sexual and religious needs. Staff used this information to provide care that respected and met these needs. They understood what mattered to each person and how they preferred things to be done.

One individual’s care plan contained detailed guidance on their preferred morning drinks, specifying that staff should prepare green tea without milk or sugar and provide a glass of water with a straw.

A relative also told us, “Staff are all kind and caring.” They added, “They care about my loved one and what they want. My loved one tells them what they want and that’s what they do. My loved one trusts them.” Another relative mentioned, “My loved one prefers male carers to protect their dignity and privacy. They get male carer most of the time.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

One person told us, “Yes, I have choice. It’s what I want that they do.” another person said, “I can do most things myself. They help me with what I need help with.”

People were supported to receive care in line with their wishes, and both individuals and their representatives were actively involved in planning and reviewing their care. Staff respected people’s decisions about their daily routines and encouraged independence by supporting individuals to do as much as they could for themselves.

Care plans outlined what people could manage independently and where they required support, enabling staff to deliver care that promoted autonomy. One person’s care plan showed that the person was expected to be actively involved in decisions about their care. Staff were guided to value and respond to their views, offering reassurance, encouragement and attentive communication to help build their confidence and support her independence.

One staff member explained, “I provide respect — things like knocking, asking questions, respecting dignity. Let them know what you are doing at all stages. Talking respectfully is very helpful.” This demonstrated a consistent approach to promoting independence, dignity and informed choice in everyday care.

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.

Staff had a good understanding of how people’s medical conditions and disabilities affected their emotions, behaviours and day to day activities. They used this knowledge to tailor support, helping people manage their routines, maintain comfort and engage in meaningful activities.

Care plans contained information about individuals’ emotional needs, behavioural triggers and early signs of anxiety or distress. They also outlined specific strategies staff should use to reduce discomfort and promote wellbeing. This ensured staff were equipped to respond consistently and sensitively. For example, one care plan described the person’s mental health condition, how it affected them and the best approaches staff should use. Guidance instructed staff to offer reassurance, maintain positive interactions and encourage engagement in hobbies and relaxing activities the person found enjoyable and calming. This helped staff provide support that reduced distress and promoted a sense of security and comfort.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us their wellbeing was promoted and that they felt valued within the service. All staff we spoke with said they were well supported and enjoyed working for the provider. They reported feeling listened to and said they had opportunities to progress in their roles if they wished to. One staff member described the encouragement and support they had received from the provider to develop professionally.

Staff also told us they had access to regular training and ongoing support, which helped them maintain the skills and confidence needed to provide high quality care.