NCC First Support - Eastern

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 inspection we rated this key question requires improvement. At this inspection, the rating has changed to 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. People told us this and records confirmed this. We saw that the service took time to understand how people’s lives looked prior to the health crisis that resulted in them requiring support. This enabled the service, in collaboration with people and other stakeholders, to ensure person-centered support was delivered to meet people’s goals and allow them to participate in the life they previously led.

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 service’s focus was preventing people being readmitted to hospital by enabling them to be as independent as possible and physically well. They achieved this by having a robust knowledge of the needs of the people they supported, understanding what interventions were required, often from other services, and delivering those.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. We saw, and people told us, information was available at the start of, and throughout, the service people received and that this met their needs.

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. People told us that although they had no cause to raise any concerns or complaints, they knew how to do this. Each person who used the service was encouraged and supported to provide feedback, as well as staff and stakeholders.

The provider made sure that people could access the care, support, and treatment they needed when they needed it. The professionals who provided us with feedback told us the service worked hard and flexibly to accommodate referrals for people to use the service and this was confirmed by the records we viewed. This meant people received the care and supported at a time they needed it to ensure the best outcomes for them.

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. The service advocated on behalf of people who used the service knowing their age and physical disabilities left them vulnerable and at risk of inequity in their care. We saw staff were proactive in ensuring people received the support, care, and treatment they needed to live a fulfilled life.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. Due to the nature of the service, it appropriately did not routinely support people with their end of life wishes. However, the service worked with other professionals to ensure people received the care and support they required not only whilst receiving the service but once it had finished.