APT Care Nottingham

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

People were treated with kindness and dignity. Individual preferences and wishes were understood and respected by staff and people were supported in a kind and caring way. Staff promoted people’s independence and people had choice and control to make decisions about how they wished to be supported. Staff treated people as individuals and interactions with people were meaningful which meant staff developed positive relationships with them. Care plans included very detailed information about people's unique preferences and interests. Information also included specific guidance for staff to follow on responding to people’s immediate needs. Staff knew people well which meant people’s individual needs were met promptly in a person-centred way.

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.

We did not receive any feedback from partners which indicated they had concerns regarding the way people were treated.

Staff and leaders treated people with kindness, compassion, and dignity and respected people’s privacy and their homes. Staff gave examples of how they respected people’s privacy and dignity which included always knocking before entering the person’s home or a room and being considerate of people’s privacy whilst supporting them with personal care. One staff member told us, “I know the people I see, if I notice they seem different I will talk to them, ask what’s wrong and listen to them.” We saw photographs of events that the registered manager had arranged to provide people with an opportunity to get together which included a picnic in a local park. The registered manager had also personally baked 50 pies during a period of very cold weather so that people all had something hot to eat. The management team were observed as treating people with kindness and compassion when talking to people and relatives on the phone and the registered manger told us that they were the Dignity Champion for the service.

People told us that staff treated them with kindness, compassion, and dignity. People said they were treated with respect; their privacy was observed and spoke about care staff doing things to make them smile. One person told us that one of their care staff goes out of their way to decorate their plate when they make them a meal, they said, “It makes me smile each time they make me a meal”. Another person told us that they have a camera doorbell and when the carer rings they do a little dance to make the person smile as they know they can see them on camera. People gave us numerous examples of how care staff demonstrated their kindness and compassion. A relative told us, “They [care staff] show great kindness, they are loving to my loved one. They are happy and chatty at all times.”

People told us they were treated as individuals and their care was person-centred. People’s strengths and unique backgrounds were considered. One person told us, “I am happy with the support I receive the carer is mindful and respectful and has a good understanding of my needs.”

People’s care plans included detailed information regarding the person and things that make them a unique individual which guides staff on how to support the person valuing their differences. Care plan documents contained information on people’s background, family and work history, cultural and spiritual beliefs. There was information regarding people’s preferences, which included preferences regarding support from male or female staff, as well as health and care needs specific to the person.

All staff and leaders were very clear about the importance of treating people as individuals which included supporting their choices, preferences and wishes. The director was able to share examples and photographs which evidenced the service’s person-centred approach. This included an example of a staff member cooking a person’s favourite dish that was particular to their cultural background and delivering it to the person’s home. The registered manager told us about a care plan that had been translated into the person’s first language so they could fully understand the paperwork which we were able to review during the visit.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

People told us that staff responded to their immediate needs. One person described staff contacting the District Nurse when they had concerns about the persons health. People felt they were listened to and any concerns were acted on to minimise any discomfort, concerns or distress. One relative told us, “The carers ring me if there are any concerns and they would ring the GP if my loved one was unwell.”

Staff and leaders provided a responsive service that met people’s immediate needs. Staff described the actions they would take in an emergency or if they had concerns about someone’s health and wellbeing. The registered manager told us about an example of a person who was experiencing anxiety because of not going out of the house. “I spoke to the local authority about this, and they agreed to fund some additional hours so we could support the person to go out which really helped them.”

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.