Netherclay House

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 newly registered 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 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.

Relatives consistently told us staff understood what mattered to people and adapted support to their preferences. One relative said, “They really look after them… they get enough attention. Staff check on them regularly.” Another relative explained how staff understood their family member’s routine.

Staff involved people and families in assessments and reviews. Records showed “My life” histories and preferences were included in both paper and electronic plans, with care updated to reflect changing needs, including dietary, mobility and communication needs. People and relatives told us care was delivered with dignity and respect, with staff “Knocking before entering” and ensuring people were well‑presented and appropriately dressed.

Professionals reported a strong person‑centred ethos, telling us staff were responsive, followed guidance and recognised when people required a higher level of care.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff worked well with health professionals to ensure people’s needs were met. District nurses, GPs and pharmacists told us communication was prompt and staff followed instructions appropriately. One professional reported, “Staff appear to have the necessary skills… they are proactive in managing my service user.”

Relatives told us they felt care was consistent and well-coordinated, describing the home as “Spotless” and staffed by people “Always about” when visiting. Staff provided continuity by knowing people well and escalating concerns quickly. Evidence showed regular involvement of external clinicians, including reviews for wound care, medicines and support for people whose needs had become more complex.

Handover processes had been strengthened, with managers attending daily and staff using structured handover sheets to ensure consistent oversight.

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

Relatives told us communication was timely and thorough. They said staff, “Ring straightaway” if there were any changes or concerns, including falls, infections or GP visits. One relative shared, “If something happens, they are on the phone immediately… communication is clear and professional.”

The service provided regular newsletters and held residents’ and relatives’ meetings where planned improvements, environmental changes and new systems, such as the introduction of the new electronic care system, were explained. Professionals also confirmed staff communicated effectively and were receptive to guidance.

Families valued being included in care planning discussions, with several telling us they had reviewed care plans with the registered manager and felt kept informed.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

People and relatives said staff listened and acted on their views. One relative described how the registered manager, “Takes time to chat… always responsive and listens.” Another said, “If ever there is an issue they call me and explain.”

Where concerns were raised, such as missing laundry or a minor issue, relatives told us staff offered to escalate to the complaints process and took appropriate action.

Staff were approachable and involved people in day‑to‑day decisions. People who preferred not to join activities were supported through one‑to‑one chats and personalised routines. Staff confirmed they felt able to raise issues with managers, who responded constructively and ensured continuous improvement processes were embedded.

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

People had equitable access to health professionals and specialist support. Relatives told us GP visits, paramedic callouts and clinical reviews were arranged promptly when needed. Staff worked closely with external teams, including district nurses and physiotherapists, ensuring those with changing or complex needs received timely interventions.

Pre‑admission assessments ensured the service admitted people whose needs staff could safely meet. Managers reviewed new admissions jointly to ensure equity and appropriate support, preventing previous issues where people with overly complex needs were placed at the home.

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.

Relatives consistently reported positive experiences for their family members. Feedback highlighted fair and compassionate treatment, such as, “They treat everyone with dignity and respect… staff are kind and patient.” Another said, “My wife is in a very safe place and well looked after.”

People received consistent monitoring, with improvements noted in outcomes such as reduced falls, better skin integrity and improved nutritional assessments. Staff were supported with regular training, including the providers 5-day induction and learning disability and autism training required by legislation.

Activities were available to all, with one‑to‑one sessions provided for those choosing to remain in their rooms, helping ensure everyone could participate meaningfully if they wished.

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.

The provider supported people and families to plan for changing needs. Care records included treatment escalation plans.

People, and their relatives where appropriate, were supported to make informed choices about their care and plan their future care. Relatives felt informed and reassured when health deteriorated. One described receiving a 3.30am call advising them to come in due to a sudden decline and expressed confidence in how staff coordinated emergency and GP responses.

A staff member told us as a team they set up a little memorial with a candle and card for people who had passed away, so people and staff could pay their respects. They also told us they had close links with a local chaplain who regularly visits.

The registered manager had received numerous compliments from families whose loved ones had passed away at the home. One compliment said, “The care, compassion and dedication you showed to my friend… during her time with you…(person), often spoke warmly of the staff and the thoughtful attention she was given on a daily basis.”