Nurtured Care NE

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 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 made sure people were at the centre of their care and support. People were actively involved in decisions about their care, and staff understood what mattered to them and responded when needs changed. Care records reflected personalised approaches, supporting people to receive care that was tailored to their preferences and circumstances. Relatives told us staff adapted care by building on what worked for people and changing approaches that did not.

There were some shortfalls in how the provider delivered joined‑up care, so care was not always coordinated or supportive of continuity. Staff worked with other professionals to meet people’s needs, but information was not always followed up or reviewed in a timely way. This meant people usually received coordinated care, but improvements were needed to ensure continuity was consistent and well embedded. One person told us, “Every day it can be different and sometimes it is a stranger.”

The provider made sure people received clear, timely and accessible information about their care and support. Information helped people to understand their options and make informed choices, and people knew who to contact if they needed further explanation. This supported people to feel informed and involved in their care. People and relatives said, “I know who to phone if I have a problem.”

The provider did not always make it easy for people to share feedback, raise concerns or be fully involved in decisions about their care. People had opportunities to give their views, but feedback was not always clearly recorded or used to inform changes. This meant people’s experiences did not consistently influence how care was planned or improved. One person said, “I have never been asked for feedback.”

The provider made sure people could access care and support in a fair and timely way. Reasonable adjustments were made to meet individual needs, and potential barriers to access were recognised and addressed. This helped people to receive care that met their circumstances.

The provider supported people to have positive experiences and outcomes. Care was delivered in a respectful and inclusive way, and staff recognised and responded to differences in people’s needs. This helped ensure people experienced fair treatment and achieved outcomes that mattered to them. One person told us, “They treat everyone equally and with respect.”

The provider supported people to plan for future changes in their needs. Care plans were reviewed and reflected people’s wishes, helping to promote reassurance and continuity of care. This supported people to feel prepared and confident about their future support. A relative said, “Care plans are reviewed when things change.”