True Nest Care 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 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.

People and their relatives confirmed they were fully involved in care decisions, including instances when needs shifted or arrangements required adjustment. One person stated, “I am included in decisions about my care.” A relative added, “I can talk to the manager, he is approachable and willing to listen. I would recommend this service. Would give the service a 9 out of 10.”

The registered manager and staff valued individuals and worked conscientiously to provide high-quality, tailored care. A staff member noted, “We work together to provide person-centred care, communicate effectively, support each other, and focus on meeting people's individual needs safely and respectfully.” Furthermore, the registered manager integrated people's unique preferences and choices when organizing rotas, visit times, and daily schedules.

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 registered manager aimed to provide continuity of care by planning staff rotas, so people were supported by a familiar, consistent team. To achieve this, the manager frequently delivered care visits themselves. People benefited from flexible care arrangements that kept their routines consistent and respected their choices. A person shared, “I have the same carer usually the manager comes. They are very diligent; they always stay the full time and are on time. No complaints.”

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

People’s care records clearly outlined their communication needs and gave staff practical guidance on how to adjust for conditions like hearing loss or visual impairment. Both people and their relatives agreed that communication with the staff and management team worked well, meaning they always received the information they needed to stay involved as true partners in care. Information was also shared with other healthcare professionals whenever necessary to guarantee smooth continuity of care and ensure any changes in a person's health or well-being were dealt with quickly.

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.

People and their relatives demonstrated an understanding of the service's complaints procedure and expressed confidence in contacting management if required. This was supported by a relative who shared, “I know who to raise any concern to. And I have never had any concern.”

The registered manager actively reviewed people’s feedback and integrated their perspectives into care planning. Quality assurance mechanisms, including surveys, telephone monitoring, and home visits by the registered manager, were used to gather feedback from people and their families. Evidence showed that feedback was acted upon promptly to drive improvements, and individuals felt their preferences directly influenced care delivery.

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

The registered manager worked together with health and social care partners to prevent any barriers to people’s care. Whenever mobility equipment was required, clear details were written into people’s care plans, so staff knew how to use it safely. The registered manager also changed and adapted support arrangements to better meet people's needs, working closely with the local authority and other healthcare professionals where 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.

The registered manager and staff worked to achieve equitable outcomes by recognising people’s different needs, circumstances and protected characteristics. They provided care that was tailored so people could achieve positive outcomes in their safety, wellbeing and independence.

People’s individual needs were clearly identified during initial and ongoing assessments and reflected in their care plans. For example, where people practised a religion, it was identified in their care plans and care call times were considered to support them to attend church when required. When people’s needs changed, care was adapted to ensure people’s care was still tailored to them as individuals and they still received equal opportunities.

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 had ReSPECT forms to show their care wishes in an emergency. The ReSPECT process creates personalised recommendations for a person’s clinical care and treatment in a future emergency in which they are unable to make or express choices. These forms were kept in their folders at home and in the main office so staff could find them quickly if needed.

No one using the service needed end-of-life care when we visited. However, the registered manager explained that if someone did need it, they would work closely with healthcare professionals and the local hospice team.