Nurse Plus UK - Exeter

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 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 provider 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.

Staff told us they had well planned rotas that enabled them to spend enough time with people to support them without feeling rushed. They also told us, “Prior to each placement we are provided with a care plan and a handover from the co-ordinator. Nurse Plus Exeter does a good job of matching me to placements that align with my skills and experience.” One relative praised staff for going over and above by doing a great job of washing the person’s hair saying, “It’s a big deal for her [to get it right].”

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.

Staff worked with people, their families and other health professionals involved in their care in order to provide continuity of care provision. Staff had learnt how to do complex leg wraps for example for one person. This enabled the relative to feel confident to walk away and have a break.

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

The provider was knowledgeable of the accessible information standard and tailored how they communicated with people to ensure they were well understood. People’s care records included detailed information about how they communicated so staff could adapt their approach as required. For example, one care record said the person responded well to short prompts and humour and talking about their dog. Their relative said it was very important care workers knew the person well to enable support to be accepted. The person had 2 regular care workers.

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.

The manager made themselves accessible and had a good relationship with people using the service, and their relatives. They encouraged open conversation. Should people have any concerns, a complaints process was in place to ensure any concerns raised were listened to and learnt form. Relatives confirmed they had a good relationship with the office staff and felt able to speak openly with them. Any issues raised over the phone were documented and acted upon.

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

Staff supported people to access services as and when they needed them, this included support to access health services.People were able to access the service as they needed to and were happy with their visit times and frequencies. The service was small so could generally accommodate preferences.

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.

Staff knew the people they supported well. They understood what was important to them and were respectful of their individual needs. This included supporting people in line with their religious and cultural preferences. Staff knew who was important to the people and supported them to maintain those relationships. Relatives told us how they felt able to go out for a break when Nurse Plus staff visited.

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.

Staff involved people in decisions about their care. Staff were respectful of their choices and how they chose to be cared for. This included supporting them with advanced planning and discussions around end-of-life care, should people wish to participate in these conversations.