Nightingale

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 service 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 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. The service provided care tailored to each person’s preferences and needs. Care plans and risk assessments were detailed and person-centred, reflecting people’s specific needs and wishes. The registered manager and staff knew people well and used this knowledge to provide support that kept each person’s best interests at the centre of their care. People’s bedrooms were personalised to reflect their interests, and the environment suited people’s needs. Observations and care plans showed staff consistently respected and responded to people wish, ensuring truly person-centred care. The service understood that high quality care depended on knowing each person well and offering truly personalised support.

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. The service demonstrated a strong understanding of people’s different health and care needs. Records showed care was consistent, supported choice, and this led to positive outcomes. The registered manager maintained good partnerships with health and social care professionals, which helped ensure care was provided in a consistent way. Staff said they regularly communicated with nurses, GPs, occupational therapist, psychologists to make sure people’s needs were met. External feedback from professionals praised the service’s clear and timely communication.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Clear communication plans guided staff on how to support each person. We were assured this service met the requirements of the Accessible Information Standard (AIS). The AIS isa law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand. Information was provided in formats suited to people needs, such as pictures for choices or easy-to- read guides for complaints and feedback. People and their relatives felt well informed and involved, with updates shared clearly and promptly.

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 had regular opportunities to give feedback through meetings and daily interactions. Relatives were involved in care planning, supporting a person-centred approach. A complaints policy was in place, and concerns were addressed promptly, with people and families confident their issues would be taken seriously.

The service made sure that people could access the care, support and treatment they needed when they needed it.People received inclusive and person-centred care. Staff were trained in equality and diversity, supported by policies and regular monitoring by the management to ensure high quality of care. Referrals to external professionals were made promptly and feedback confirmed the service promoted fair access to care for everyone.

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. People were supported to take part in meaningful activities, including community outing and holidays. They enjoyed learning new skills like cooking and had access to an activity and sensory room. Evidence showed these opportunities improved people’s wellbeing and relatives praised the positive experiences and outcomes. A relative said, “They have transformed in a good way.’’ Staff were described as dedicated and committed to helping people make choices and live fulling lives. The registered manager confirmed each person using the service attended their annual health check. An annual health check is designed to help people with learning disabilities promote wellbeing by talking to a doctor or nurse about their health and finding any problems early, so they can be addressed.

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 service aimed to be a ‘home for life’ promoting comfort, continuity and belonging. The registered manager and staff worked closely with people and families to plan care sensitively, respecting changing wishes and needs. A relative said, “[Family member name] is very settled and talks about Nightingale as their home.’’