NCC First Support - Eastern

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 inspection we rated this key question good. At this inspection, 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 spoke highly of the caring nature of the staff and the manner in which they showed respect and dignity. A relative we spoke with said, “Staff are very polite, they always say, ‘good morning’ and ‘how are you’. They listen to [person’s] response before doing anything and they respect their wishes.”

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 told us they appreciated how staff interacted with them and their approach to the support provided; they told us this met their individual needs. A person who used the service explained how staff met their need for tasks to be completed in a particular way; they said, “They are fabulous, such good staff and I couldn’t ask for more. I like things done in a certain way and I have only to explain this once and it’s done.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing. The service specialised in supporting people to regain their independence so they could regain their quality of life, and this aim was consistently achieved. People told us this. A person who used the service said, “The staff are getting me used to being independent again. We discussed the plan on how to do this and now I only need a visit in the morning.”

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. People told us that staff responded to their needs appropriately including in the event of health emergencies. A relative also described how flexible and accommodating the service was in meeting people’s changing needs.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centered care. Staff told us they felt supported and valued however recent changes had impacted morale at the time of this inspection. However, staff felt this was a short-term situation and that morale would improve once changes had been embedded, and staffing concerns rectified. Staff confirmed they were supported to provide person-centered care which included managers making amendments to people’s care as required and on their recommendations.