Nomase Supported 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.

One person told us, “The care I have got is very good. They look after me well. They help me with whatever I need.” A relative commented, “So far this placement is working. My loved one has settled in really well and is getting the level of support they need. They are supported with everything.”

Support plans were in place which clearly set out how people’s individual needs would be met. Staff supported people to meet their care and support needs. People had regular individual sessions with their key member of staff to discuss their needs and daily care notes showed people were supported according to their care plans. One professional commented, “The service responds to individual needs promptly and tailors support to meet those needs effectively. They show a good understanding of the needs of those they support and respond appropriately, ensuring that care is person-centred.”

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.

The service had worked with local educational centres and agencies to meet people’s diverse needs. One person told us they were supported to attend college. Another person attended a local day centre for activities. Staff supported people to take part in a range of community activities that promoted social interaction, engagement, and skill development. Each person had an individualised activity plan tailored to their interests and goals, and staff helped them follow these programmes. The service ensured continuity and consistency in the service delivered.

A professional commented, “We have well established communication with the provider. While setting up new services for the service user we had a good communication with the provider. Provider proved to be proactive and striving to support service user's development. They took initiative to find appropriate day centre for the service user, which service user is loving, and which promotes service user's development.”

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

Communication needs were assessed as part of care planning, covering aspects such as hearing, vision, and speech. Key documents, including hospital passports and activity plans, were provided in accessible formats such as pictures, large print, and easy-read versions. Staff were trained to communicate in ways that people understood, using gestures, flashcards, and signs where appropriate. The provider confirmed that information could also be made available in different languages if required.

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.

The provider had a complaint policy and procedure which people and their relatives knew about. One person told us, “I will speak to a staff or [registered manager name].” A relative said, “I have no concerns about the service. I definitely know how to complain.”

The registered managers and nominated person knew their roles in addressing complaints. They told us they would investigate any complaint about the service and respond to it appropriately.

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

Care was planned around people’s assessed needs, and individuals told us staff worked collaboratively with them to meet those needs. Staff demonstrated flexibility, adapting support when circumstances changed to ensure care remained appropriate and responsive.

People’s physical needs were taken into account when identifying suitable accommodation, ensuring environments were accessible and met their requirements. Equipment and adaptations were provided where needed to support people’s independence, comfort and safety. Staff were available within each supported living setting according to people’s assessed needs, and an on‑call manager was accessible to provide additional guidance or support when required.

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.

A relative told us, “We are very involved in [loved one’s] care. They ask for feedback. They invite us to review meetings.” This demonstrated the service’s commitment to involving families and recognising the importance of their insight in shaping support.

The service provided a range of opportunities for people and their relatives to share their views, including care reviews, surveys and spot checks. Following feedback from the August 2025 survey, the provider made changes to the keyworker system to ensure each person had a regular and consistent keyworker. This improved continuity of care and strengthened relationships between people and staff.

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.

People’s end-of-life wishes were discussed and documented, where individuals were comfortable having these conversations. The registered managers explained that not everyone was ready to engage in this discussion, but it would be reviewed on an ongoing basis. They also confirmed that, where end-of-life care was required, they would work closely with the person, their relatives, and relevant professionals to ensure all needs were met.