- Homecare service
MSP Case Management Ltd
Assessment report published 29 May 2026
Contents
Ratings
Our view of the service
Date of inspection: 16 and 30 April 2026. MSP Case management Ltd is a care at home case management service supporting adults and children with complex health needs. They also support autistic people and people with a learning disability. A case management service coordinates and oversees care for people, working with them, their relatives and their care team to plan, arrange and review support. At the time of the inspection there were 17 people receiving the regulated activity of personal care.
We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.
The service provided person-centred care that focused on achieving positive outcomes. People were treated with kindness and respect. Staff understood people’s needs, preferences and goals, ensuring care was well co-ordinated and meaningful. Care plans were detailed, regularly reviewed and people and their relatives were fully involved in decisions.
Safety was a priority. Risks were identified and managed while supporting independence. Staff understood safeguarding and lessons were learnt where concerns were raised. Systems supported safe care, including medicines, infection prevention and staff support.
Leaders supported staff and maintained oversight of safety, quality and outcomes. Staff had the skills and support to carry out their roles. Training, supervision and teamwork supported consistent care. There was a positive culture where staff felt able to raise concerns and support improvement.
The provider showed a strong commitment to learning and working in partnership with other professionals. This strengthened how people were supported, encouraging independence and remaining in control of their lives. Transitions were carefully planned and well managed, helping people feel safe and reducing disruption. At the same time, the provider introduced more effective ways of supporting communication and improving health and mobility. They did this through tailored support, specialist equipment and a wide variety of bespoke communication tools, which helped people express themselves more clearly and achieve better outcomes.
People's experience of this service
People and their relatives experienced a high quality, personalised service where they felt involved, respected and supported to achieve positive outcomes. A relative told us, “I have recommended the service. The pressure that has been removed from me and the professionalism and expertise is amazing and had a positive impact for all of us.”
People and their relatives consistently shared positive experiences of the care and support provided. They described feeling safe, supported and confident in the service. Relatives told us they trusted staff and felt reassured knowing care was delivered by people who understood the person well.
People were supported by regular staff which helped build strong, trusting relationships. Relatives said staff became like part of the family and understood people's needs, preferences and routines. This consistency helped people feel comfortable and supported in their daily lives.
Communication was described as open and responsive. Relatives said they were kept informed and could easily contact staff or leaders when needed. They felt listened to and involved in decisions about care. Feedback was welcomed and acted on, which helped build confidence in the service.
People were treated with kindness, dignity and respect. Relatives spoke positively about how staff supported independence and encouraged people to develop skills. They described care as tailored, flexible and focused on what mattered to the person.
Relatives valued the level of support they received and the impact this had on their wellbeing. The service was described as professional, responsive and caring, with staff going above and beyond to support both people and their relatives.