Nurseplus UK - Andover

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question Good.

At this assessment the rating has remained Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and their relatives consistently described care as compassionate and respectful. Staff took time to build positive relationships. A member of staff commented, “All my clients [people] make their own choices, I always ask what they would like to eat, drink, wear, watch on telly, what they would like to do, where they would like to go, what shops they want to go to and I love taking my clients out and giving them the choices they want. To make them happy is my passion.”

Staff understood the importance of protecting people’s privacy and dignity, particularly when providing personal care. They adapted their approach to each person, ensuring people felt comfortable and respected within their own home environment. Communication with relatives was regular and meaningful, which helped to maintain reassurance and trust in the service.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s care reflected their individual preferences and routines. Staff understood what was important to each person and ensured care was delivered in line with these preferences. This included respecting people’s choices about how and when support was provided, as well as recognising their personal histories and interests.

Care plans provided detailed, personalised information to guide staff practice. One relative said, “We have a routine of what she does on a [day]. She goes swimming and they'll then go for lunch afterwards. She knows what she wants and she'll pick where she wants to eat. All the carers may make a suggestion, and they work things out in partnership.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were actively involved in decisions about their care and support. Staff sought people’s views and encouraged them to express their preferences, ensuring they remained central to all aspects of their care.

The promotion of independence was embedded in practice. Staff understood the importance of enabling people to do as much as possible for themselves and provided support in a way that maintained skills and confidence. Care was delivered flexibly, with staff adjusting the level of support in response to each person’s abilities and wishes.

This approach helped people to retain control over their daily lives and supported their dignity and self-esteem.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff adapted quickly to changes in people’s needs and provided reassurance where required. For example, when one person’s health deteriorated, additional care calls were implemented.

Care records provided clear, person-centred guidance on how to support people in a way that reduced anxiety and promoted positive engagement. Staff could describe how they minimised people’s distress and ensured care was delivered in a calm and supportive manner.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about the support they received from the management team. They described a working environment where they felt valued, listened to and able to seek guidance when needed. This created a culture where staff felt confident to carry out their roles and provide high-quality care.

Reasonable adjustments were made when required to ensure staff felt supported in their roles, alongside access to occupational health services to promote physical and mental wellbeing. The provider had established a network of wellbeing champions, including those focused on menopause, mental health, and LGBTQ+ support, ensuring staff had access to peer guidance and inclusive support systems. Menopause champions had received specific training to provide informed support and advice, and there was a wide range of accessible literature available to raise awareness and understanding.