Nurseplus UK - Andover

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.Care was adapted as people’s needs changed, including changes in mobility, confidence, or medicine routines. Staff adjusted visit times and approaches to reflect personal preferences.

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.

The provider worked collaboratively with people, relatives and external professionals to ensure care was well-coordinated and consistent. This approach supported continuity and reduced the risk of disruption to care delivery.

Staff demonstrated a willingness to develop their skills to meet more complex needs, which enabled people to continue receiving care from familiar staff rather than requiring alternative arrangements.

Care provision was adaptable, ensuring changes in needs were responded to promptly and appropriately. This ensured people continued to receive effective support that reflected their current needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Some staff and people raised concerns that rotas were not always up to date, which could affect consistency in care delivery. The provider acknowledged this and was taking steps to improve, including reviewing people’s care times and strengthening rota management processes.

The provider demonstrated a clear understanding of the Accessible Information Standard, ensuring communication was tailored to meet individual needs. Information about care and support was shared in a way people could understand, supporting involvement and informed decision-making.

Care records included clear guidance on each person’s communication preferences, enabling staff to adapt their approach. This was particularly important for those with communication difficulties or cognitive impairment, supporting meaningful engagement and reducing distress.

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.

The service promoted open communication and actively sought feedback from people and their relatives. Concerns raised, including those relating to care timings, were taken seriously, promptly investigated and addressed by the provider.

Management had an open door policy which helped build positive relationships and trust. Clear systems were in place to record, investigate and respond to concerns or complaints, with feedback viewed as an opportunity to learn and improve. People and their relatives felt confident in raising issues and were assured these would be handled appropriately.

The provider made sure that people could access the care and support they needed when they needed it.

The service demonstrated flexibility in how care was arranged and delivered, enabling people to access support at times that suited their needs and preferences.

People were supported to access healthcare and other services when required, ensuring their wider needs were met. The size of the service enabled a responsive and adaptable approach, enabling individual preferences to be accommodated wherever possible.

This supported equitable access to care and ensured people were not disadvantaged in receiving timely and appropriate support.

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 demonstrated a strong understanding of the people they supported, including their personal histories, cultural backgrounds and individual preferences. Care was delivered in a way that respected these differences, ensuring people experienced care that was inclusive and responsive to their needs.

The provider recognised the importance of relationships and supported people to maintain connections with those important to them. This contributed to improved emotional wellbeing and overall quality of life.

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 were encouraged and supported to express their wishes for future care. Staff were sensitive in their approach and ensured discussions were person-led, taking place at a pace that was comfortable for the individual.

Where appropriate, the service supported advance care planning, including discussions about future health needs and end-of-life care. This ensured people’s preferences were understood and could be respected should their needs change.