Nottz Care

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 requires improvement. At this assessment the rating has changed to 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.

People’s records and feedback evidenced people received person centred care. There were person centred care plans in place that were detailed and accurate. Staff ensured people received care in line with people’s wishes and preferences. For example, one staff member told us, “A client likes cooking, we encourage and assist them in engaging with those interests as part of their personalised care.” Another staff member told us, “I do support service users with diverse cultural and religious needs. I always make sure I respect their personal choices and traditions. For example, if someone has specific food preferences for religious reasons, I ensure this is followed. I also support service users with their prayer times and personal routines. If language is a barrier, I use tools or ask for help so I can communicate properly and make sure they feel comfortable.” The registered manager reinforced the importance of person-centred care to staff through staff meetings and completed spot checks demonstrated that the care delivered the care delivered was person centred. This meant people received good quality person centred care that met their individual needs.

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. People’s care plans detailed all the health care services who were involved in people’s care and the care plans included the advice that had been shared to enable joined up working. People and relatives told us Nottz Care worked well with other health partners. One relative told us, “[family member] care is managed to suit her individual needs and is not generic as the care company are very good at working with district nurses and other clinicians to ensure her physical needs and well-being are met.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager ensured people received information in a format they could understand. For example, if people’s first language was not English, the registered manager and most of the staff team were able to speak a wide range of different languages so would offer to translate information to ensure accurate and person-centred care plans were developed. The provider also offered people information in a different format if needed, such as large print. People were supported in line with their assessed communication needs. One relative told us, “[family member has problems with her balance and speech. The carers communicate well with [family member] and [family member] writes things down for them [staff].” This meant people were provided with information in a way that they could understand.

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. One staff member told us, “I make sure clients feel heard by listening actively and responding with empathy. If a complaint is made, I would report it immediately and follow the correct process to ensure it resolved fairly.” The provider had systems and processes in place to obtain people’s feedback. For example, we found regular telephone and face to face reviews were completed and people were asked to share their feedback regarding the quality of care they received.

People and relative were provided with information on how to raise a complaint. One person told us, “I am aware of the complaints procedure if I have any concerns.” A relative told us, “It was explained to us how we should raise a complaint or any other issues, and we were given the appropriate phone numbers.” Where complaints had been raised, these had been managed appropriately and the registered manager told us they used complaints as a learning opportunity to improve. People and relatives felt they were listened to. One relative told us, “They [staff] listen to me and [family member] and act on any changes we want to make.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People’s records demonstrated health and social care referrals were made. For example, people who required support to make health appointments were supported to make these appointments. A person told us, “The carers get involved with other healthcare professionals as they phone a doctor if I am unwell.” A staff member told us, “I observe changes in mood, appearance, or physical condition and report them immediately to the manager or relevant healthcare professional.”

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People received support to live their lives how they would like to and were supported to maintain their lifestyle choices and religious beliefs. One person told us, “They [staff] understand my beliefs and religion and are flexible with the time of calls so I can do Friday prayers.”

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 completed training to ensure people received compassionate and dignified care at the end of their life. One staff member told us, “Yes, I’ve received training in end-of-life care and can always contact the main office for guidance tailored to each individual.” People had detailed care plans in place that included their wishes and choices for end of life care.