APT Care Nottingham

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 were at the centre of their care and treatment choices, and decisions were made in partnership with them on how to respond to any relevant changes in their needs. People’s preferences and wishes were met, and staff were responsive to people’s needs in a timely manner. People were involved in planning and making decisions about their care and treatment this meant care was centred around people and their specific needs. People received person-centred care and were treated with dignity and respect. People felt they were listened to and felt comfortable to share feedback or raise concerns to the proivder. The provider had implemented processes to make it easier for people to provide feedback and raise complaints.

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.

All of the staff and leaders spoken with understood what person-centred care was and were able to provide examples of how this was reflected in their care planning, how people’s needs and preferences were considered and responded to and how people were empowered to make decisions. The registered manager told us, “We take a strengths-based approach and support people to be as independent as possible. We listen to people and respect their preferences. We always seek consent or work together with people when it comes to making decisions about people’s care.”

People were at the centre of their care and treatment choices, and decisions were made in partnership with them on how to respond to any relevant changes in their needs. One person told us, “I have met the manager, they came to the house to talk to me about an issue I had raised. They listened and responded quickly.” People told us they knew how to raise a concern and people that had raised concerns confirmed they had been addressed appropriately.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff told us they listened to people and supported them to be involved in making decisions about their care. Staff gave examples of speaking to people whilst providing care, asking questions, and listening to people and providing a response and the co-production of care plans.

People told us they found it easy to share feedback or raise concerns with the provider and that they were listened to and involved in decisions about their care. One person told us, “I am aware of how to complain, I haven’t needed to follow the procedure. Whenever I contact the office I find it easy to get in contact and feel I could speak openly.”

The provider had implemented processes to make it easier for people to provide feedback and raise complaints. The registered manager regularly contacted people to request feedback and also carried out reviews in person. People were provided with a copy of the providers complaints policy and procedure which also signposted people to other places they could raise concerns including the local authority and CQC.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.