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 support workers are kind.” A relative commented, “My loved one is always smiling and is always happy when we visit. They are happy there and the support workers are kind to the people there.” Another relative mentioned, “The staff are just so caring and kind. We are happy to see our loved one and the staff.” We observed staff and people interact with each other. People were comfortable and staff treated them with dignity and respect. Staff were gentle and polite and spoke to people respectfully. Care plans highlighted how to address people and support them in a manner that promoted their dignity.

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 included details about their backgrounds, histories, likes, dislikes, and preferences, as well as their social, cultural, sexual, and religious needs. Staff provided support in ways that respected and met these needs. They understood what mattered to each person and helped them maintain those aspects of their lives. For example, one person told us how staff supported them to care for their pet. Another care plan described the individual’s favourite cultural music and fabrics they enjoyed having with them.

Staff also supported people to attend places of worship and maintain important relationships. A relative shared that staff helped one person keep their preferred hairstyle, commenting, “The staff care about people here and what they want.”

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

People were supported to receive care and support in line with their wishes. Both individuals and their representatives were actively involved in planning care, and staff respected their decisions and choices about day-to-day routines. Advocacy services were available to help people express and uphold their preferences, ensuring they remained in control of their care. People had personalised menus and activity programmes that they designed with staff and followed regularly. Staff told us they encouraged independence by enabling people to do as much as possible for themselves. One professional mentioned, “The staff support individuals in making choices about their care and how it is delivered, respecting their preferences and promoting independence.”

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 understood how people’s medical conditions and disabilities affected their emotions, behaviours, and daily activities. They provided support to meet these needs through regular key-working sessions and by engaging people in activities they enjoyed. Each person had a designated key worker responsible for their well-being and progress.

Care plans outlined individuals’ emotional needs, behavioural triggers, and signs of anxiety or distress, along with strategies to reduce discomfort. For example, one care plan highlighted the importance of maintaining a structured routine and giving advance notice of any changes.

We observed staff providing calm reassurance and support to a person who was agitated and distressed, staying with them until they were settled.

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 well-being was promoted. All the staff we spoke to told us they were well supported and liked working in the service. They told us they were listened to and had the opportunity to progress in their roles if they wanted to. One staff member described the support they had received from the provider to progress in their role. Staff had regular training and support.