Nupath Care Northumberland

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 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 told us staff provided personalised care. A person said, “They are generally very flexible in the way support is provided around my commitments.”

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 provided information about their wider support networks including family members, professionals and other carer providers.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had communication plans which described the support they needed to communicate effectively. The provider was aware of the Accessible Information Standard and provided information in different formats depending on people’s needs, such as Makaton (a communication program using speech, hand signs and symbols) and electronic devices.

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. There were regular opportunities for people and relatives to give feedback about their care, such as during care reviews.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider operated a 24-hour on-call system so people and staff could access advice and support anytime.

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. People, relatives and staff told us about the positive outcomes people achieved from the care provided, including improved wellbeing and quality of life. People were supported to participate in activities they chose, such as going to the gym, shopping and outings.

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. People and relatives had opportunities to discuss people’s future care needs, and these were documented in advanced care plans.