Nottz Care

On this page

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

Caring – this means we looked for evidence that the provider 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. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. All the people and relatives we spoke with told us all the staff at Nottz Care were kind, compassionate and treated them with dignity. People told us, “The carers are respectful, kind and patient,” “I am treated with dignity and respect. The carers are very friendly, and I trust them,” and “The carers are very friendly, and I trust them.” Relatives told us, “They [staff] are very kind to [family member]. [family member] looks forward to seeing her carers in the morning,” “[Family member] is treated well, and the carers are very respectful,” and “They are respectful and give her privacy as they will close the door before performing personal care.” Staff were able to explain how they treated people with kindness, compassion and dignity. Review of care records and people’s feedback showed people were supported by a kind, respectful and compassionate staff team.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People’s care plans showed people’s needs and preferences were considered and respected. For example, information regarding a person’s religion and cultural diet was detailed in their care plan. People had person centred care plans in place to ensure staff had clear information and guidance to follow. This meant people were supported as individuals. The registered manager told us they supported a multicultural community and had staff who spoke many different languages and understood a wide range of cultures and religions, and where it was appropriate they matched people with staff who had a good understanding of their cultural needs. People told us they were treated as individuals, they told us “The carer does all the cooking and makes my meals and does dishes that are native to me,” and “I am treated like and individual and not just a client where they need to tick the box.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and relatives told us they were supported to live independently. One person told us, “The company have assessed my care needs well and provide me with the flexibility that allows me to live independently.” A relative told us, “The carers are kind and trustworthy and allow [family member] to live independently at home.” People’s care plans demonstrated staff were provided with accurate and clear guidance to follow on how to support people to have choice and control. One person told us, “The carers do understand my mental health needs and allow me to make decisions on my own. I feel that the carers listen to me and respect my wishes.” Staff were able to explain how they supported people with keeping people independent and respecting their choices. One staff member told us, “I support people’s privacy by giving them space when they want it but staying close by to keep them safe. This helps them keep their independence and dignity.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. The registered manager provided people with extra support when needed to respond to their immediate needs. For example, one person told us, “The carers accompany me to medical appointments as I need someone with me. They are flexible with the call times if I have appointments.” Staff told us if they had to call out emergency services, such as an ambulance, they stayed with people to ensure they were safe until family, or the emergency services arrived. Staff also told us they supported people with tasks they were unable to complete for themselves when needed. One staff member told us, “I support by making calls to arrange GP appointments or home visits if there are health concerns.” People told us if they had a concern with their care, the registered manager took immediate action. One person told us. “My opinions and views are listened to and if I have not been happy with a particular carer the matter has been resolved quickly.”

The provider did not always promote the wellbeing of their staff. We received mix feedback regarding staff wellbeing in relation to rota management. Staff raised concerns with care calls being added into their rota with no agreement and this impacting their wellbeing. Staff members told us, “Calls are sometimes added without informing the staff member, and last-minute changes can be difficult for those with childcare or other family commitments. When staff are unable to take on these calls, the response from the office team doesn’t always feel supportive,” and “The rota is consistently inadequate and often poorly managed. Calls are frequently added to staff schedules without prior consent, leaving staff with little to no opportunity to plan around their family and other personal commitments. When staff reach out to explain that they are unable to take on these additional calls, the response isin particular, the tone and manner used towards staff is rude and unaccommodating.” Whilst staff raised concerns with the rota, they worked hard to ensure it did not impact the people they supported, peoples feedback to us demonstrated staff always provided good quality person centred care. The registered manager told us, “We work closely with the staff team to ensure we meet all staffs wellbeing needs, any extra calls that are added to staff rota’s is within their agreed availability. Sometimes staff want to change call times for people to meet their own needs, but this isn’t always possible due to medication support and a required gap needed between each administration.” The registered manager told us they would speak with all staff and work with them to address any concerns and issues with the rota management.