Respectful Care Nottingham South

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question good. At this assessment the rating has changed to outstanding. This meant service leadership was exceptional and distinctive. Leaders and the culture they created drove and improved high-quality, person-centred care.

This service scored 89 (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 had a very clear shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and an exceptional understanding of the challenges and the needs of people and their communities.

The service was highly values-driven, with a clear vision to provide outstanding, high-quality care that enabled people to remain living independently in their own homes for as long as possible. This was balanced with a strong focus on safety, which ensured that people’s wellbeing was never compromised and promoted independence and reduced barriers to care.

The provider’s statement of purpose reflected this commitment: “We will recognise, respect and respond to the individuality of each person, according to their own diverse wishes and person-centred needs.” This was not just an aspirational statement but was consistently demonstrated in staff day to day practice. People’s feedback confirmed that care was delivered in line with these principles, with staff who showed genuine respect for individuality and delivering highly personalised, person-centred support. One person told us, “I’m confident in the care I get. Very happy with them. I would absolutely recommend the service.”

Leaders at all levels promoted and modelled the service’s values, to create a positive and inclusive culture where people, staff and relatives felt valued, respected and empowered. Staff understood the vision and their role to achieve it, and there was a strong sense of shared purpose across the organisation. “This is without a doubt the best company I have ever worked for. We are one big family and its a really friendly environment to work in. Everyone is supportive of each other and will always help you if needed. I love coming to work and supporting my team and seeing the difference we make to people’s lives every single day.”

The culture was open, inclusive and forward-thinking, with a clear focus on continuously improving outcomes for people. This resulted in a service where values were not only clearly defined but consistently translated into high-quality care experiences, which demonstrated an outstanding shared direction and culture.

The provider had exceptionally inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They always did so with integrity, openness and honesty.

Respectful Care Nottingham South was exceptionally well-led by a management team that were highly skilled, experienced and knowledgeable, which was clearly reflected in the consistently high standards of care delivered. Their expertise and strong oversight ensured people received outstanding, high-quality care that was safe, effective and person-centred. All managers at all levels demonstrated a detailed understanding of both the operational and individual needs of people, which enabled them to provide informed guidance and continuous improvement across the service.

The management team were visible and actively engaged in frontline care, demonstrating a deep understanding of the realities of service delivery. Their willingness to work alongside staff and support people directly fostered trust, respect and a shared sense of purpose across the organisation. One staff member said, “The [directors] are genuinely such kind and caring people. They are in the office all day every day and are involved in the day-to-day running of the business. They will go out to support clients and carers as and when needed, which I find refreshing as places I have worked before the directors are rarely on the shop floor.”

The management team demonstrated a genuine commitment to inclusivity, which ensured all voices were heard and respected. Staff were supported to develop, encouraged to share ideas and felt confident to contribute to service improvements. This created a culture where learning, innovation and continuous improvement thrived for the people they supported. The registered manager had a clear vision and consistently inspired staff to deliver compassionate, person-centred care. Their hands on approach, combined with their expertise and strong values, resulted in a highly motivated workforce and consistently positive outcomes for people.

This meant the management team were highly capable, deeply compassionate and fully inclusive, and their skill, experience and knowledge directly contributed to people receiving exceptional, high-quality care and support.

The provider was exceptional at fostering a positive culture where people knew they could speak up and their voice would be heard. There was a detailed freedom to speak up policy and staff had completed training that included whistle-blowing. One of the managers was a freedom to speak up guardian and we were told, “[staff member] purpose is simple: to listen, to help, and to make sure concerns are taken seriously.” One staff member told us, “I feel like I could raise a concern and it would be dealt with appropriately. The office also appreciate any concerns being raised to them.”

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them.

There was clear evidence that managers consistently modelled the provider’s values of kindness, respect and inclusivity. They had created a supportive and positive working environment where staff felt valued, listened to and empowered to deliver high-quality care. Staff spoke highly of the leadership team and the strong relationships they had built. One staff member told us, “My managers are very approachable and are excellent leaders. They really do care about everyone and strive to make us the best care company we can be.”

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver high-quality, sustainable care, treatment and support. They always acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

The provider demonstrated a strong commitment to effective governance and high-quality management across the organisation. Whilst supporting over 147 people, there was clear evidence that every person received personalised, person-centred care that reflected their unique needs, preferences, and outcomes. Robust governance systems were firmly embedded and provided the management team with clear and consistent oversight of both risks and the quality of care being delivered. These systems enabled timely identification of concerns, themes, and areas for improvement, which ensured that action was taken promptly and effectively. Where concerns or issues were identified, the registered manager maintained a detailed and live tracking record. Each concern was reviewed on a weekly basis to ensure that actions taken have been effective or to determine whether further improvements were required. This included proactive follow-up, such as contacting people weekly to confirm whether the actions implemented had positively impacted their experience. The registered manager confirmed that no concern was removed from the record until they were fully satisfied that improvements had been achieved and were embedded in practice.

The provider had comprehensive and detailed policies which were clearly embedded in day-to-day practice. These policies reflected current legislation, guidance, and best practice, which supported staff to deliver safe, effective, and high-quality care. The management team demonstrated clear leadership and oversight, and promoted a culture of accountability, continuous improvement, and openness.

All staff told us the service was well-led and would recommend it to others. One staff member told us, “I would absolutely recommend this service to others. From when I started, the clients spoke so highly of the carers and the ability to contact the office so easily. Due to the nature of the company and the management team, both carers and clients like the way the company is run. A lot of clients I have spoken to that are new have come to us due to being recommended. They have had bad experiences with other companies and have said that the team leader and carers have done everything to try and better their experience. I also couldn’t speak more highly of the carers I have met.” This demonstrated a positive culture, strong leadership, and a committed workforce focused on improving people’s experiences.

Feedback from professionals also demonstrated an outstanding service. One professional told us, “My professional experience of Respectful Care South remains largely positive, and they are generally regarded as providing a high standard of care within the local area.”

Feedback from people who received care, alongside a review of the provider’s compliments log and quality assurance processes, consistently demonstrated overwhelmingly positive experiences for people. There was clear evidence that the provider actively seeks, values, and responds to feedback, and used this information to maintain and further enhance the quality of care delivered.

People spoke highly of the service, and expressed high levels of satisfaction and trust. One person told us, “I have received care from Respectful Care since [date]. It’s excellent. No complaints.” This consistent positive feedback demonstrated that people received high-quality, responsive, and person-centred care that meets their needs and expectations.

This meant the provider’s governance and management systems are effective, well-led, and focused on delivering safe, high-quality care, with a clear emphasis on continuous improvement and positive outcomes for people.

The provider clearly understood and carried out their duty to collaborate and worked in partnership, and services worked seamlessly for people. They always shared information and learning with partners and collaborated for improvement.

There was strong evidence of effective partnership working, with well-established relationships across health and social care professionals. Information was consistently shared in a timely and appropriate way, ensuring continuity of care and improved outcomes for people. The provider actively shared learning and best practice with partners, which demonstrated a commitment to continuous improvement across the wider system. This collaborative approach ensured services worked seamlessly for people and that their care remained holistic and person-centred.

The provider went above and beyond to promote community involvement and reduce social isolation. The registered manager organised a range of regular community gatherings local to the people they supported, and created meaningful opportunities for people to connect, build relationships and enjoy shared experiences. The provider had introduced a monthly ‘Sunday Social’, where people came together to socialise in a relaxed and inclusive environment. These events included activities such as sharing homemade cakes, refreshments, sing-alongs, games and bingo, which fostered a strong sense of belonging and community spirit.

In addition, the provider organised larger events and celebrations throughout the year, to bring together people, staff, family members and friends. These included seasonal celebrations such as Christmas parties and milestone events, such as celebrating 10 years of Respectful Care Nottingham South. These occasions provided valuable opportunities for people to engage socially, strengthen relationships and feel part of a wider community.

The service also recognised the importance of supporting people to remain active within their own communities. Staff often went the extra mile to support people beyond their scheduled care visits, and helped them to access social outings, activities and companionship. The registered manager told us, “Many of our carers spend additional time with clients outside of their scheduled visit supporting them with social outings, activities and companionship.” We saw evidence of people who had enjoyed outings to local cafés, parks, pubs and community events, which demonstrated how the service actively promoted independence and wellbeing.

Overall, the provider’s approach to partnerships and community engagement was outstanding. Their strong, collaborative relationships and innovative community initiatives ensured people experienced not only high-quality, coordinated care but also enriched, socially connected lives.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people.

There were systems and processes in place to identify learning and drive improvements for both people using the service and the staff team. For example, regular spot checks of staff practice were carried out to monitor performance and identify opportunities for improvement. Where concerns were raised or risks identified, learning was shared, and appropriate action was taken to reduce the likelihood of recurrence and improve outcomes.

Staff told us they were supported through ongoing learning opportunities to develop their skills and knowledge. This contributed to their ability to provide care in line with people’s needs and best practice.

During the assessment, the registered manager was open to feedback and responded positively. Any feedback provided was acted upon promptly, which demonstrated a proactive approach to make improvements and maintain the quality of care.