Nationwide Care Services Ltd (Dudley)

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 71 (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.

Information within people’s care records was person-centred. For example, where people required support to manage identified needs, their care plans and risk assessments included information about those needs.

Staff demonstrated an awareness of people’s individual needs, which was supported by relative feedback. Leaders sought the views of people and relatives regarding the care people received via satisfaction surveys, which were used to shape how people were supported.

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.

As detailed within other sections of the report, although not all safety events had been adequately reviewed for understanding and leaning, the provider reviewed some incidents to understand incidents involving risk or harm. Where required, safety events were reported to Care Quality Commission (CQC), which promoted joined-up working.

Staff told us they were aware of people’s health needs and how they supported people to meet these needs in consultation with external healthcare professionals. People and their relatives told us staff worked with families and external health professionals when this was required.

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

Communication care plans and risk assessments detailed how people chose to communicate. Where people had communication needs, staff used different communication methods to aid people’s understanding, such as gestures.

Staff demonstrated an awareness of people’s communication needs, and relatives told us how staff adapted their communication approach depending on the needs of people they supported.

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 told us they were involved in their care planning processes, and people were provided with opportunities in which they could raise matters with leaders.

People and relatives told us staff and leaders kept them informed about changes, with 1 person saying, “Yes, they keep us informed.”

A complaints policy was in place, and people, relatives and staff told us they knew how to raise concerns and were confident any issues raised would be dealt with. One relative said, “I would tell them first thing.”

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

Staff worked flexibly around people’s and relatives’ routines and needs to ensure people received care at times that suited them.

The continuity of care people received in addition to staff possessing an awareness of people’s needs meant people could access the care they required when they needed it.

People and relatives told us the service was accessible and responsive. One person told us, “They have done everything I have asked for.”

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

An equality and diversity policy was in place and staff had completed equality and diversity training, which supported the service’s awareness of some of the challenges people faced in experiencing equitable outcomes.

Staff tailored support to people, so they had comparable experiences, regardless of disability, health condition, communication needs, or background. For example, some people received adapted communication support to fully participate in care planning and daily decisions.

Staff worked with external health professionals to promptly address health needs, helping reduce avoidable deterioration.

People achieved outcomes comparable to others, including maintained independence, improved comfort and consistent access to social opportunities. People and relatives told us staff treated everyone fairly and responded consistently to individual needs, demonstrating equity in both experiences and outcomes.

People were not always supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

Information about people’s important life decisions was not always known. Most of the care plans we reviewed did not include information about their longer-term wishes and preferences which might be important to them. This meant people’s longer-term wishes were not always known.

Staff had completed palliative care training, as this was relevant to some people’s needs.