Nottingham DCA

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.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People consistently told us their care and support plans reflected what they expected from United Response. The service 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 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.

Professionals who worked with the service praised the provider, registered manager and staff for going above and beyond in providing positive outcomes for people and reducing barriers people experienced in the local community. One professional gave us multiple examples of this way of working such as reducing isolation and loneliness and further said, “I feel that they [Provider] make a huge difference to the people that they support and are very person led, have clear outcomes for people including promoting independence and social inclusion.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had individual assessments which accounted for their specific communication requirements. Relatives we spoke with confirmed the provider was open and transparent and quick to respond to requests for information.

The provider told us they regularly asked people for feedback about their care and support as well as undertaking this as part of their care plan reviews with people. People and staff, we spoke with supported this and told us they felt valued and listened to. However, records we reviewed did not always evidence when this had taken place and any action or changes as a result. The provider acknowledge this and acted on our feedback to improve record keeping.

The provider made sure people could access the care, support and treatment they needed when they needed it. Care plans clearly detailed the level of support and access needs of people to access services such as other medical professionals like GP’s. Staff understood how and when to seek further support for people related to their health condition. Staff were knowledgeable about people needs and what was their ‘norm’ so were able to identify concerns early.

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. Everyone we spoke with felt they were treated fairly and equally by the provider and the staff supporting them. Care plans contained goals that people wished to achieve regarding accessing the community and staff had clear guidance and techniques documented to support people to achieve their aims.

At the time of assessment no-one was receiving end of life care, however the registered manager and staff were knowledgeable about compassionate care which maintained dignity and how these skills were essential as people neared the end of life.

The provider had a policy in place and encouraged people to make decisions where needed such as DNACPR’s and ReSPECT forms. Care plans contained details about who people wished to be involved in this care planning if the need arose. DNACPR forms, also known as Do Not Attempt Cardiopulmonary Resuscitation forms and ReSPECT forms, which stands for Recommended Summary Plan for Emergency Care and Treatment are documents that record a person's preferences for their care in emergency situations where they may not be able to communicate their wishes.