Nation 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

People’s care plans provided information on their care needs and how they wanted that provided. Information was provided in a format which met the person’s communication needs. Complaints were responded to in a timely manner.

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.

People told us care workers provided support which reflected their wishes as to how their care should be provided. One person said, “Carers visit once a day in the morning. They are Excellent. Absolutely wonderful. I have 2 regular carers Monday to Friday. Wonderful, caring considerate. Absolutely amazing. I’m absolutely safe. They have a good sense of humour. Caring and gentle. I just like them.”

Care workers confirmed detailed care plans and risk assessments were in place for the people they visited.

People told us that at the present time they did not require support from the care workers to access the community. People confirmed care workers supported them, if required, to access healthcare and other professional. People said that they were usually supported by the same care workers and a relative told us, “There is consistency of staff.”

Care workers told us they usually supported the same set of people so they got to know their care needs. Their comments included, “I have the same clients I can see it on my app when it’s updated. For example, if they have gone into hospital” and “I have regular clients however if there are changes, I am informed in advance.”

People’s care plans identified if there were any external healthcare or other professionals or services which were involved in their care. There were systems in place to provide people with continuity of care from a team of consistent care workers.

People confirmed that information relating to the care they received was provided in their preferred format. Relatives also stated that they information they reviewed was in a suitable format. One person said, “Yes. Information is provided in my preferred language. They ask if I understand and if I’m happy with it”

Care workers stated people had a clear and detailed care plans and risk assessment.

People’s communication support needs were identified during the initial assessment. Documents could be provided in large print and translated into the person’s preferred language. The care workers spoke a range of languages, and they were allocated to people to help enable improved communication when care was being provided.

People and relatives told us they were supported and felt able to speak up and provide feedback or raise any concerns about their care. One person said, “If I had any issues I would speak up”, and a relative commented, “I get asked regularly, every 2 to 3 months, if there are any issues.”

The registered manager said they had implemented a number of ways people could provide feedback on their care. These included surveys which were sent to people for feedback, spot check visits and telephone monitoring reviews.

The provider had an effective complaints process with complaints investigated, lesson learned identified, and responses sent to the person in a timely manner.

People told us care workers supported then, if required, to be involved accessing activities outside of their home. One person said, “I go out with my family. They have to push me in a wheelchair. I out once a week for dinner with my friends and family.”

We did not receive feedback from care workers regarding this aspect of the service.

The provider had an out of hours contact number for people and relatives to use in case of an emergency every evening.

People and relatives confirmed that, if required, care workers support with cultural and religious needs. Their comments included, “My food choice is respected. Buy from Halal shops” and “Care worker gender? No men. Men are not appropriate for my family member.”

The registered manager told us they identified people’s religious and cultural preferences and beliefs during the initial need assessment so they could match then with a care worker of a similar background.

People’s care plans included information on their life history, family, who is important to them, their religious and cultural preferences.

People confirmed they were asked about their wishes in case their health deteriorated.

Care workers undertook training related to palliative and end of life care.

The provider had developed a range of guidance on how a support could be supported with end-of-life care. The provider had developed guidance for people, their relatives and staff on person centred end of life care planning and how to identify the support a person wants and who to involve. There was an end-of-life care risk assessment and care plan template to support people to record their wishes. There was an information sheet explaining what end of life care means and the contact details on local bereavement and end of life support services.