MSP Case Management Ltd

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. This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 85 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were treated with a high level of kindness, compassion and respect. One relative said, “I have only witnessed loving care from the staff and they always let me know if they are going to be late back from school etc. They give medication during the day and I can always check on the app. They also support any mental health issues that might arise.”

Staff understood people well and provided care in a way that promoted dignity and individuality. Interactions were positive and caring, and people were supported in a way that respected their privacy at all times. A relative told us staff were a credit to the company.

Staff worked well with professionals involved in people’s care and showed respect in these relationships. Care plans were written in a thoughtful and respectful way. They reflected people’s needs, preferences, and promoted the importance of valuing each person.

Relatives spoke very positively about the care provided and the way staff treated people. One relative said, “Staff are always there to help. Support workers are like family and are flexible." Another relative told us, "One staff member in particular is a superstar, couldn't ask for anymore. They are brilliant and have built [my family member’s] confidence up. They make sure [my family member] is included, advocates the best, very trustworthy".

People were treated as individuals and care was highly personalised to meet their needs and preferences. Staff took time to understand each person’s strengths, abilities and goals. Care reflected what was important to people and supported them to live in a way that suited them.

People’s backgrounds, culture and individuality were respected. Staff recognised protected characteristics and adapted care to ensure people felt valued and included. For example, staff supported a person to express and explore their individuality and ensured this was respected across the team. They worked with the person and relevant professionals to provide ongoing support.

Support was adapted to meet people’s sensory and communication needs. One relative told us, “My [family member] has their own basic Makaton system that has been adapted to suit their needs. The staff have learnt this and love using it and trying out new ways of communicating.” Makaton is a communication system that uses signs, symbols and speech to help people express themselves and understand others.

Staff made changes to how a sensory room was used to reduce another person’s distress. Staff used sensory approaches and adapted communication methods so people could make choices and express themselves. Following professional advice another person was supported to use new equipment to build their physical strength. A professional told us, “The staff member’s openness to incorporating more specialised interventions, such as the use of a vibration plate, has been particularly valuable. Despite this potentially unfamiliar and intimidating equipment, they approached it with confidence and willingness to learn, ensuring it was used safely and effectively. Their commitment to promoting physical activity and fitness has not only supported the person’s physical progress but has also improved their confidence and enjoyment in movement which I hope they will carry into [the rest of their life].”

Case managers organised specialist therapy abroad and at home, making sure care was safe and consistent. This helped the person significantly improve their movement, communication and independence, while also reducing pressure on relatives and improving family wellbeing.

Relatives told us the service was highly personalised and responsive. One relative said, "Provider has an effective and approachable team. I feel involved in the planning of all aspects of the support we receive as a family and am very grateful." Another relative told us, "[People] are treated as individuals rather than ‘off the peg’. Staff are professional. I can’t think of anything I’d want to change.”

People were supported in an exceptional way to have independence, choice and control over their care and daily lives. Staff understood people’s rights and supported them to make decisions about what mattered to them. Care was delivered in a way that promoted choice while keeping people safe.

Care plans reflected people’s personal goals and aspirations. These were developed and regularly reviewed with people, their relatives and professionals involved in their care. Staff encouraged people to do what they could for themselves. A relative said, “Staff encourage my [family member] to try and dress themselves. Even though it is hard to watch, every little bit of self-support is a milestone.”

People were supported to make decisions about their daily activities, meals and routines. Staff encouraged people to develop skills and take part in activities that were meaningful to them such as cycling, education, swimming, video games, shopping and trips out to fun parks. Professionals told us how staff commitment to agreed goals had led to positive outcomes giving people more independence and control of their lives. One professional said, “[The staff member’s] positive attitude and ability to motivate have significantly increased the person’s engagement in activities aimed at improving their gross motor function, contributing to noticeable gains in strength, flexibility, balance, and overall mobility.”

Technology and equipment were used to increase independence. For example, communication devices and specialist equipment supported people to express their choices and move around their environment safely without relying on others. For 1 person with fine motor difficulties, staff introduced a simple adaptation by providing a name stamp, which enabled the person to sign their name and increased their independence and control.

Relatives could not speak highly enough about how staff adapted their approach to enable people to make choices. One relative said, "Our support staff encourages communication and helps with the introduction of “new” voices and tasks on the communication iPad." Another relative said, “Basic [signing] is used to get points across but [my family member] can also communicate in other ways, facially etc. and the staff are very aware of their choices and responses.”

People’s needs, views and wishes were listened to and understood. Staff knew people well and were able to respond to them in a timely and appropriate way. This helped ensure people received support when they needed it.

Staff responded to people’s needs in the moment to reduce discomfort, distress or anxiety. They used their knowledge of people to recognise changes in behaviour or presentation and acted quickly to provide reassurance and support.

Support was flexible and adjusted as people’s needs changed. Staff worked with professionals involved in people’s care to make sure any changes were managed safely and consistently. This included seeking advice and adapting support where required. Further training for staff around responding to immediate needs was designed around each person.

Care arrangements ensured people received help when needed. Staff were available to provide support and responded promptly to requests. This helped people feel safe and supported in their daily lives.

Relatives told us that staff were responsive and easy to contact when needed. One relative said, "The team is so good. They know what to do and have a folder full of information to refer to if we are not in. They would call if there was a problem." Another relative told us, "One of us is usually at home but when we are not there are no worries about safety or care. The fact that they are all trained for emergency situations, can contact us on the app, are qualified to give medication, the list goes on all of which gives us confidence whilst we are away."

Staff were supported in their roles and felt able to provide person-centred care. The provider promoted staff wellbeing and created an environment where staff could share concerns and seek advice. Staff told us they felt listened to and valued.

There were systems in place to support staff wellbeing. Staff said they were able to contact managers to talk through concerns and felt supported when doing so. This helped them to manage the demands of their role and continue to provide effective care. One staff member said, “The [registered] manager is fantastic and quick at responding.” Other staff spoke highly of the support they received from the case managers who they said were very supportive and knowledgeable if they had any concerns.

Supervision and regular contact supported staff to reflect on their practice and develop their skills. Staff told us this helped them build confidence and improve their understanding of people’s needs. The provider had initiatives in place to recognise staff contributions. This included schemes such as support worker recognition awards, which helped promote positive morale and acknowledge good practice.

Staff described a supportive working environment and said they felt able to raise issues and ask for guidance. This supported a positive culture where staff were respected and enabled to deliver good quality care.