Respectful Care Nottingham South

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question good. At this assessment the rating has changed to outstanding. This meant people’s outcomes were consistently better than expected compared to similar services. People’s feedback described it as exceptional and distinctive

This service scored 88 (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 made sure people’s care and treatment was effective by thoroughly assessing and reviewing their health, care, wellbeing and communication needs with them.

There was a strong, embedded ethos of assessing people’s needs collaboratively with people, their family members, and other health and social care professionals where appropriate. This ensured care plans were genuinely co-produced, person-centred, and reflective of people’s preferences, strengths, and lived experiences. Assessments were exceptionally thorough, holistic, and outcome-focused, to ensure people’s needs were clearly understood and consistently met.

People’s goals and expected outcomes were clearly documented and reviewed, which enabled staff to have a detailed understanding of what each person wanted to achieve. Assessments and care plans clearly identified individual needs, desired outcomes, potential risks, and the specific interventions required to mitigate these risks and maintain people’s autonomy. For example, the service demonstrated a strong commitment to offer rehabilitation-focused support. People were initially supported with comprehensive care packages tailored to their assessed needs, and through structured goal-setting, regular review, and collaboration with multidisciplinary teams, they were enabled to regain skills and confidence. This meant some people successfully reduced and, in some cases, no longer required a care package, and enabled people to continue with independent living within their own homes.

We also saw that information was adapted to meet people’s individual communication needs. This included the use of easy-read formats, visual prompts, and personalised communication tools, to enable people to be actively involved to assess and review their own needs. People and their relatives told us they felt listened to, valued, and fully involved in decisions about their care. One person told us, “My daughter helps with care plans. They [staff] made sure I got everything I need all the time.”

Staff received bespoke training as part of their induction and ongoing development, which focused on recognising and responding to early changes in people’s physical or emotional presentation. We saw staff confidently report concerns and take timely action to reassess people’s needs when changes occurred.

This proactive approach ensured that appropriate adjustments to care, which included additional support or interventions were put in place promptly to maintain people’s health, safety, and wellbeing.

We also saw strong multi-disciplinary working, where external professionals were engaged proactively to support reassessments and improve outcomes. Records demonstrated that changes in people’s needs were reviewed without delay, and care plans were updated to reflect current risks, preferences, and goals. These were reviewed regularly to ensure they remained relevant to the person.

This meant people remained at the centre of all assessment and decision-making processes. They received highly personalised, proactive, and effective care that was responsive to their changing needs. Their safety, and wellbeing were maximised because staff had a clear, up-to-date understanding of their needs.

The provider consistently planned and delivered care in genuine partnership with people, ensuring their preferences, wishes and what mattered most were central to every aspect of care. This was underpinned by a strong commitment to legislation, person-centred values and evidence-based best practice.

Care plans were detailed, holistic and regularly reviewed, and incorporated recognised guidance such as falls prevention and sepsis screening. These approaches were actively shared with people and staff, and promoted a shared understanding and proactive management of risks. The use of innovative tools, including the Pool Activity Level (PAL) Instrument, which enabled staff to tailor communication and support for people living with dementia. This empowered them to experience meaningful engagement and improved quality of life.

Staff worked seamlessly with external health professionals, including district nursing teams, to ensure people received coordinated and effective care. They were highly trained, competent and confident in delivering clinical interventions safely. Multiple best practice frameworks were fully embedded, which enabled early identification of deterioration and swift, appropriate escalation.

There was a strong culture of prevention and early intervention across the service. Hydration, nutrition and skin integrity were closely monitored, and the staff demonstrated excellent awareness of early warning signs such as changes in presentation, reduced intake or increased risk of infection. Proactive steps were consistently taken to mitigate risks, which included timely referrals to GPs and other healthcare professionals.

Staff demonstrated a deep understanding of each person’s needs and responded with compassion and professionalism. Records evidenced consistent, responsive care that adapted to people’s changing needs, ensured their safety. Wellbeing and independence were promoted at all times. This proactive, coordinated and highly personalised approach ensured people consistently achieved positive outcomes and experienced a high quality of life.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

All professionals spoke highly about the quality-of-care people received from Respectful Care Nottingham South. One professional told us, “Overall, feedback regarding the agency has consistently been very positive. They have developed a strong reputation in the area for being responsive, compassionate and flexible in their approach, particularly when supporting individuals who may initially be resistant to care. Whilst their costs are typically higher, families often choose them due to this more personalised and adaptable service, and outcomes are generally favourable.”

The provider always supported people to manage their health and wellbeing to fully maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Records showed staff worked with other health professionals to ensure people’s health needs were met and their well-being maintained. People told us staff supported them to attend health appointments or see a GP if they needed. One person told us, “I’m looked after. I get to the doctors with any problems. I went to the doctor yesterday. I have a regular check-up.” People told us they were support by a staff team who supported them to improve their health. One person told us, “Staff treat me very well. I was in hospital 3 years ago. Fully recovered now.”

The provider demonstrated exceptionally effective and well-established systems to monitor, review and continuously improve people’s care and treatment, with a clear and embedded focus on achieving consistently positive outcomes.

Robust oversight processes ensured people’s daily care records were reviewed weekly, with reviews going beyond routine checks to provide meaningful analysis. These were used proactively to identify trends, risks and subtle changes in presentation, enabling timely and responsive adjustments to care and support. This dynamic approach ensured care consistently remained highly personalised, safe and effective. There was a strong culture of reflective practice and continual improvement, with staff using insights from monitoring to drive better outcomes.

The provider consistently demonstrated outstanding person-centred care through innovative and compassionate problem-solving. For example, when one person experienced repeated incidents. An in-depth analysis identified the underlying emotional needs rather than a focus solely on the behaviours. The provider responded creatively and adapted the care package to prioritise the person’s emotional wellbeing, which included facilitating regular meaningful time with their loved one.

This holistic and highly individualised approach resulted in a significant reduction in incidents and a marked improvement in the person’s quality of life. It exemplified the provider’s ability to understand the whole person and deliver care that is not only responsive but truly transformative.

Every Friday the staff delivered ‘bright Friday’. This is where staff dressed up in bright clothes. The aim was to boost people’s moral, promote positivity and bring enjoyment. The registered manager told us, “This created a cheerful, uplifting atmosphere and people and staff looked forward to participate. This helped strengthen relationships and supported emotional wellbeing.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

The provider ensured people’s consent to care and treatment was obtained and respected, in line with the Mental Capacity Act 2005 (MCA). Care records documented consent had been obtained before support to people started. People confirmed consent was obtained. The registered manager and staff had a good understanding of when capacity assessments were to be completed, and best‑interest decisions maybe required. One staff member told us, “I always encourage people to make their own choices and support independence wherever possible. If someone lacks capacity, I understand decisions should be made in their best interests while following policies and involving appropriate professionals and family members where needed.”