Nottz Care

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 68 (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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. The registered manager had processes in place to engage with people who used the service, such as care reviews. The feedback received from people demonstrated the provider had a positive compassionate, listening culture and this enabled trust and understanding between them and people who used the service with the aim to make any necessary improvements. One relative told us, “The company assured me that family member] would get continuity of care, and I was reassured that even when relief cares were required due to holidays and illness carers would be introduced and understand the complex needs of [family member] condition. The continuity of care has been delivered.” Records and staff feedback showed staff at all levels had a well-developed understanding of equality, diversity and human rights, and they prioritised safe, high-quality, compassionate care. One staff member told us, “I would recommend the service to others because the company always pay attention to every detail, and they also have enough well-trained staffs to attend to the service user’s needs.”

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. The management team were experienced, capable and had the skills which provided a well-led service. Processes were in place to ensure the quality of the service was monitored and maintained. Where concerns or risks had been identified, the registered manager addressed these quickly. For example, complaints had investigated, and action had been taken to improve peoples care and support in a timely manner. Throughout the assessment all staff at all levels were compassionate and focused to provide people with quality person centred care and support.

Staff did not always feel they could speak up and that their voice would be heard. We received mixed feedback from staff regarding the freedom to speak up. One staff member told us, “most the time I feel like I am comfortable in sharing concerns with the manager however, feel it’s not all the time I am understood or a resolution is made.” Another staff member told us, “I can speak freely without any fear as there is good understanding and respect between staff and management team and I will definitely recommend this service to others.” Staff meetings had demonstrated the registered manager provided staff with information on how to whistle blow and who they could contact. The provider had a whistle-blowing policy in place for staff to follow.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. The provider had a policy in place to provide all staff with clear guidance on equality, diversity and inclusion. Staff completed equality, diversity, and inclusion training. Staff told us they were treated fairly. One staff member told us, “Valuing each other’s contribution, consistent communication, fostering mutual trust and respect, establishing a clear goal, regular training and team meetings, promoting a supportive environment and leadership.”

Managers carried out a range of audits and checks. However, staff had not always found concerns that we found during our assessment. For example, medicine audits did not always identify gaps in records. The provider had clear responsibilities, roles, systems of accountability. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate. Systems and processes were in place to have oversight of the care people received, these included spot checks and obtaining feedback from people using the service, their relatives and staff. The provider had a range of policies and procedures. These reflected legislation and good practice guidance. They were regularly reviewed and updated. Staff had been provided with training and supervision of staff had been completed. The provider shared newsletters with people, notifying them of changes within the service and introducing new members of staff.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. The provider had a good process in place to work collaboratively with all health and social care professionals such as Doctors and District nurses. People’s care plans demonstrated relevant professional input on how to support people with their health care needs. The provider was working openly with the local authority. People told us the service worked well with other professionals and their families to ensure the received safe care. One person told us, “The company [Nottz care] are also assisting me with getting a named social worker as I have mental health problems, they are really working hard on my behalf. They also work closely with my occupational therapist.”

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. The provider had completed learning since our visit and was promoting a culture of best practice and worked towards making the necessary improvements to safe recruitment of staff. The provider encouraged staff to complete further training in Health and Social care to expand their skills, knowledge and support improving the service for people. The registered manager demonstrated commitment to improvements. Throughout the assessments they acted when we raised the risks and concerns.