Nest Healthcare

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. We assessed one quality statement. The rating remains the same due to the previous scores of the other quality statements.

The service was in breach of regulation for person centred care because people told us they did not feel they were treated as individuals and their treatment was not planned based on their needs.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We scored the service as 2. The evidence showed some shortfalls. The service did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People did not feel they were treated as individuals. They said that staff were polite and engaged with them, but some people raised concerns about how experienced staff were to meet their needs.   

Staff explained the needs of the people in the service and how they considered their personal preferences and any protected equality characteristics. Staff could tell us about needs that were personal to individuals relating to mobility and physical health. We observed staff interacting with people in a positive and caring way.  

Staff had the ability to meet different communication needs.  

Staff recorded different needs in peoples care plans. However, 3 records did show strong similarities between them, and we questioned if this may have been copy and paste examples. 

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.