Nurtrio

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 good. At this assessment the rating has remained 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.

Managers and staff knew people well and demonstrated this through the delivery of care. Staff confidently described individuals’ needs, preferences and routines, and provided clear examples of specific actions they completed to support each person in a personalised way.

Staff maintained clear, concise care plans and reviewed them regularly to deliver responsive care that met people’s changing 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.

People had a team of core staff who supported them regularly, which helped ensure continuity.

People told us the service was well organised, staff were reliable and they got to know the staff who supported them. One person said, “[staff name] comes on a Friday unless she is away and [staff name] comes on a Monday. They both know how I like things done and I enjoy their company.”

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

Staff discussed people’s communication needs during an initial assessment. Staff used this information to develop care plans which informed staff of any specific communication needs and how people preferred to receive information.

A service user guide provided people with information about the service and what to expect from staff. People and relatives told us they knew how to contact the office and felt information was easy to access.

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.

Staff encouraged people to share any concerns or complaints. Both people and their relatives told us they had opportunities to provide feedback about their experiences of care and support and knew how to raise any issues or complaints if needed. Most people said they had no complaints but knew who to speak with. One relative told us, “I ring the office if there are any problems and let them know if there is an issue. They are very receptive.”

Staff logged, investigated and responded to complaints and concerns in a timely manner.

The registered manager told us they took complaints seriously and used them as an opportunity to improve the service.

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

People received care and support at the times they requested and understood there were times when visits may be slightly earlier or later than planned. One person told us, “They always ring and let us know if they are going to be a bit late.” and “On the whole, we’re happy with our call timings.”

The provider ensured management arrangements enabled staff to access support when needed. This included an out-of-hours system, which ensured staff could contact a senior member of staff at any time for advice, additional support during care calls, or in the event of an emergency.

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.

Staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The provider ensured staff fully considered and met people’s social and healthcare needs.

People were supported to plan for important life changes so they had time to make informed decisions about their future, including at the end of their life.

The registered manager told us staff discussed future planning during initial assessments to understand people’s wishes and preferences. They explained not everyone wished to engage in these discussions at that stage, and staff respected this choice. Where staff identified this as a need, staff would revisit and offer the opportunity to discuss future planning at a later stage.

Records showed staff recognised and documented future care needs. The provider had clear processes for recording and storing information about whether people wished to be resuscitated in the event of a medical emergency.