Nightingale Homecare East Sussex Ltd

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 registered manager 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. The culture at the service placed people at the centre of how support was provided, respecting people’s choices and preferences. The package of care provided was arranged in consultation with people and their loved ones to make sure that care call times, frequency of calls and the exact support provided, met the needs of the person. A relative told us, “They put them at the centre. The care is tailor made to suit their needs.” People told us they were confident to speak up and request changes and additional support if they needed it. This person led approach was reflected in care plans which introduced people describing their personal details, histories and preferred ways of being supported.

The registered manger understood the diverse health and care needs of people, so care was joined-up, flexible and supported choice and continuity. Most people, with the help of their relatives or advocates, were able to manage their own appointments with other professionals. Some however were supported and provision was made to accompany people if needed. The registered manager explained that they sometimes took people for hospital appointments and that care call times were adjusted to accommodate the longer amount of time this would take. A professional commented, “They demonstrate a clear commitment to achieving positive outcomes, working flexibly with other professionals to maintain consistent and coordinated care.”

The registered manager supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Communication between people and the registered manager and wider management team worked well. People told us they were kept informed about any changes or reviews of their care arrangements and that they had opportunities to feedback suggestions either face to face with staff or through questionnaires that were sometimes sent to them by the registered manager. The registered manager also carried out telephone monitoring of people, capturing their views and discussing what was working well and if any changes or improvements were needed. People told us they received rotas in advance so they knew which carers were attending to support them. Information was available and was provided in different formats if required. Some people’s first language was not English and staff that shared the same language were assigned to their calls. Information was also supplied when needed using different font sizes and pictures. There were a range of communication tools available for staff to utlise.

The registered manager 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 complaints policy was in place and was accessible to people and their loved ones. The registered manager kept a log of complaints made which was reviewed regularly although only 1 official complaint had been recorded in the past 6 months. Complaints were investigated and responded to within the time frames set down in their service policy. Minor issues were quickly addressed. One person told us, “I had one issue which they resolved straight away.” People knew the steps to take and who to contact if they had a concern or complaint. People told us they were confident that issues would be responded to and resolved quickly.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Working with other professionals, the registered manager was able to meet people’s needs in a timely way. Some people lived with complex health needs and several professionals for example, occupational therapist, community nurses and GP’s were regularly involved in visits. Notes were recorded from all professional visits within the care notes so that staff and the registered manager maintained oversight of the latest interventions and treatments. A professional said, “They make every effort to support a range of individuals, particularly those who are more vulnerable, and aim to ensure services are accessible where capacity allows.”

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. People had access to the support and to the social events that they wanted or needed to engage with. Most were supported by their relatives but some used staff to help them. For example, care calls were extended for people wanting to attend church on a Sunday. Staff helped with this, providing extra time to facilitate these visits. Some people simply enjoyed the companionship provided by the care staff. In some cases when the support for people had been completed, staff stayed and talked with people, spending time listening to them and providing company for them.

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. Although the service was not currently supporting anyone on an end-of-life pathway, staff had all been trained and most had experienced this area of support for people. Not everyone wanted to discuss advanced plans for future care, but all were provided with an opportunity to make decisions and have these recorded within care plans. Most people had Recommended Summary Plan for Emergency Care and Treatment forms (ReSPECT) which were kept in their homes. These forms gave professionals guidance about the person’s wishes should they become seriously unwell.