Nurtrio

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.At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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.

People were supported by staff who consistently showed kindness and took a genuine interest in their lives. People and their relatives told us how kind staff were. Comments included "The staff are really lovely" and "I feel [Person's name] are safe and treated with kindness and respect at all times. I also know that if I have any concerns, I can raise them and they [staff] will be addressed immediately."

People’s dignity was protected at all times. Staff could clearly explain how they maintained people's dignity and encouraged them to make their own choices throughout daily routines. People were meaningfully involved in decisions about their care and were supported in ways that reflected their needs, wishes, and preferences.

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 were supported by staff who knew them well and were attentive to their needs. This included recognising when someone required additional reassurance or more time and responding in a calm and supportive manner.

People and their relatives told us staff recognised what mattered to them as individuals and treated them with respect, including their beliefs, cultural backgrounds, and personal preferences. Relatives expressed how staff were mindful of how these things affected their day-to-day lives and provided support in a sensitive and respectful way. One person told us, "They [staff] never rush me, they know me well. They know when I need time to myself and they respect that."

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 make choices and have control over their daily lives. Staff encouraged them to try new things, which helped build their confidence. People and their relatives were involved in decisions about everyday activities and felt that their preferences were listened to and respected by staff. One relative told us, "The staff are really good. They listen to us as parents and give [Person's name] choice which is respectful to our culture."

Staff took time to understand how best to work with each person. They aimed to help people stay independent while considering any risks, reducing these risks where possible but still supporting people to make their own choices. For example, regular welfare visits supported people to express their ambitions and provided opportunities for them to explore these in depth and work towards achieving their goals.

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 routinely checked in with people to understand how they were feeling before offering support, enabling them to identify changes in presentation at an early stage. Staff were attentive and responsive to both verbal and non-verbal cues, recognising emerging signs of distress or anxiety.

Staff demonstrated a strong understanding of each person’s preferred communication style and adapted their approach to suit individual needs. Interactions were consistently kind, patient, and reassuring.

Staff remained aware of potential triggers and drew on their knowledge of people to respond appropriately, helping to minimise anxiety and promote a sense of calm. For example, staff recognised that the presence of the inspector may have been unsettling for one person. They provided gentle reassurance, introduced the inspector in a sensitive manner, and supported the person to understand the purpose of the visit.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff felt supported by the registered manager and provider. Staff received regular supervision meetings and team meetings, giving them opportunities to discuss any concerns they may have. Comments from staff included, "The team communication is brilliant and helps me feel confident in supporting [Person's name]. It really is a supportive working environment" and "The management team are always visiting not just to check in with people but to check in with the staff too. "

The provider demonstrated commitment to recognising and valuing staff contributions to the service. This was evident through the implementation of a range of staff initiatives designed to promote appreciation, motivation, and engagement. For example, each month staff were nominated by their colleagues for a ‘Making a Difference’ award, and compliments received were shared with staff via a personalised email from the provider, recognising their commitment, positive impact, and dedication to people.