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.

People spoke positively about the kind and friendly care they received. Comments included, “The [staff] are lovely, I have no issues with them whatsoever.” and “They are all excellent.”

Managers and staff spoke about people in a compassionate manner, using positive and respectful language when discussing people’s care and support.

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’s care plans detailed their individual needs, preferred routines and life history, enabling personalised care delivery.

People and their relatives told us staff knew them well. One person said, “I've got one [staff member] who comes quite regularly, and we have a good rapport and banter”.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff developed person-centred care plans that clearly outlined the care and support people wanted, as well as what they were able and preferred to do independently.

Daily care notes showed staff consistently offered people choice and supported them in line with their individual needs and preferences. Records reflected staff delivered care in accordance with people’s care plans, with staff responding to people’s wishes in daily routines.

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 demonstrated a clear understanding of people’s needs and told us they actively monitored individual’s health and wellbeing during care visits. They explained they promptly recorded and reported any changes in condition or emerging concerns to office staff to ensure staff could take appropriate action.

One relative told us staff had recently identified a change in their relative’s presentation which required emergency treatment. They told us, “They know [my relative] well and know what they are looking for and what to do next.”

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

Staff told us they enjoyed working for the provider and felt valued. They told us managers were flexible and supported their well-being. One staff member said, “I definitely feel valued. Working here is everything I hoped it would be.”

Staff told us they felt supported during significant life changes, such as the bereavement of a loved one, and said managers offered flexibility in their working arrangements to help ensure their hours remained manageable.