Northumberland Mid & North Domiciliary Care Agency

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 outstanding. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.
 

This service scored 82 (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 was exceptional at making 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 were truly at the centre of their care and support. The provider was exceptionally committed to ensuring people's preferences, aspirations and changing needs shaped how care was delivered. People's voices were evident throughout care records, daily interactions and decision-making processes. Staff worked in genuine partnership with people, their families and other professionals to ensure support remained responsive and tailored to what mattered most to each individual.
There was a clear focus on helping people live the lives they chose, rather than fitting into a service-led model of care. We saw numerous examples of staff adapting support when people's circumstances or preferences changed. For example, staff worked closely with a housing provider to secure a more suitable home for one person whose mobility needs had changed. The move not only improved accessibility but provided additional space for a collection of items which was extremely important to them. Staff also supported the person to maintain valued relationships within the local community, including connections with shopkeepers who helped them source new items for their collection. This enhanced both their independence and sense of belonging.
Staff demonstrated an exceptional understanding of what was important to people and went to great lengths to ensure support reflected their individual personalities, interests and goals. People were supported to pursue activities that brought them enjoyment and meaning, including creating woodwork, attending a choir and regularly visiting favourite local cafés. People's homes reflected their tastes and preferences, with those living in shared houses supported to personalise and decorate their own spaces and surround themselves with their cherished belongings.
People told us they felt listened to and had real influence over how their care was delivered. One person had been actively involved in choosing members of their support team because they found loud and energetic environments difficult to relax in. The provider carefully matched staff with calm personalities and communication styles to meet their preferences. The person said, "There were too many staff at my other place, I feel more like myself now. I don't like loud staff, I choose the ones with calm voices." This demonstrated how the provider went beyond meeting people's needs and ensured support was designed around their individual preferences and wellbeing.
A visiting professional praised the service's approach, telling us, "During my visits, I have consistently observed positive interactions between staff and the service users. The standard of care is high, and staff consistently promote respect, dignity, and person-centred support."
People, relatives and professionals consistently described a service where people were treated as individuals and supported to live the lives they wanted. The provider's strong person-centred culture ensured care was not only tailored to people's needs, but also enabled them to achieve outcomes that enhanced their happiness, independence and quality of life.
 

The provider had an understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.
The registered manager made sure people always got care from staff they already knew. Strong and trusting relationships had been built between staff and people. Staff worked closely with external healthcare professionals. Effective communication and clear processes ensured people received outstanding care and person-centred support.
For example, staff advocated for a person to move into their own house, as they were struggling to cope with shared accommodation. Following a move to their new home their mental health improved significantly and they became more outgoing and engaged more proactively with people and their surroundings.
Documentation was in place to support people to move between services smoothly. A visiting professional said, “The staff team and service manager are very proactive and always keep me informed about any significant events within the home, including hospital admissions. Families are also kept updated appropriately. Hospital Passports are used whenever service users attend hospital, ensuring healthcare professionals have important information about the individual's needs.”
 

The provider developed appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
Staff assessed people’s communication needs and information was available in appropriate formats for people. Throughout the assessment staff communicated with people in ways they could understand, which varied from person to person.
We observed a person being supported to make their own sandwich. Staff gave him very clear direct instructions for each step. The service manager explained the person got distracted if instructions weren’t clear and to the point. With the help of the staff member’s clear communication he was able to make his own lunch.
Staff used pictorial information and easy read documents to explain things to people. Including explaining plans for the day and choosing meals. A visiting professional said, “Staff know [person] exceptionally well, advocate effectively on his behalf, and maintain positive communication with both professionals and family members.”
 

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.
People were exceptionally empowered to have their voices heard and influence the way their care and support were delivered. The provider was committed to involving people in decisions about their lives, care and the wider running of the service in ways that reflected their individual needs and understanding. Staff consistently sought people's views, as well as relatives and healthcare professionals, and ensured they understood how their feedback led to changes.
The service went above and beyond to include people in processes that affected them. One person had expressed anxiety about not knowing what was discussed during meetings about their home and support. In response, the service adapted its team meetings so the person could attend and contribute to discussions relating to them, while administrative and HR matters were discussed separately. This helped reduce the person's anxiety and gave them greater control over decisions affecting their life. The person told us, "I used to get involved in the team meetings, I still do. I sometimes visit the big office too."
Throughout the inspection, we observed staff actively listening to people and responding not only to what they said, but also to their body language and reactions. People's views clearly guided the support they received. The provider also involved people in recruiting staff wherever possible, including participating in interview panels, ensuring they had a genuine say in who supported them.
When a vacancy arose in a shared house, staff took considerable time to ensure any potential new housemate would be a positive fit for everyone living there. Existing residents were actively involved throughout the process, with their views, preferences and concerns carefully explored and used to inform decision-making. Staff recognised the importance of people's home environment to their wellbeing and worked collaboratively to achieve an outcome that met the needs of both the new resident and those already living in the house. As a result, people experienced minimal disruption to their daily lives and continued to enjoy positive relationships and a stable home environment. This demonstrated how the service placed people's voices at the centre of decisions and viewed them as equal partners in shaping their own homes and support.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
Staff understood the importance of ensuring people had access to the right health and social care services. People were supported to do this through well-planned and documented care, and good relationships with local health and social care professionals.
 

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 actively sought to understand people who may be at greater risk of inequality, such as those with communication needs and long term health conditions. They used this information to tailor care and support to each person’s individual circumstances. Staff were passionate about providing good quality care and seeing people reach their goals.
 

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 worked with people towards long term goals, such as improving their health through exercise or weight loss. One person had a goal around learning when to withdraw from situations which affected their anxiety adversely.
At the time of the assessment no one had an end of life care plan in place as they were not required. The service had a number of documents available including easy read versions of end of life care plans, should they be required.