MSP Case Management Ltd

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

There were clear systems in place to assess and review people’s needs to ensure care and treatment was effective. Assessments were completed in a timely way and considered people’s physical health, mental health, wellbeing and communication needs.

People and their relatives were involved in the assessment process to ensure their views and preferences were reflected. Relatives spoke positively about how care was planned and reviewed. One relative said, “We have regular meetings every 3 months but immediate resolutions to any issues in between. It is a 24/7-365 response system and it works when you need it.”

Care plans were person-centred and focused on what mattered to people. They were written in a clear way that staff could follow and supported consistent care. Plans were regularly reviewed and updated when people’s needs changed, which helped ensure care remained appropriate and responsive.

Staff used a range of communication methods to understand people’s needs, such as spoken language, gestures, signs and technology. Daily records provided information about people’s care, activities and health needs. We found some variation in how consistently staff completed daily records. Leaders were aware of this and were taking steps to improve consistency across teams.

Staff planned and delivered care in line with current evidence-based guidance and legislation. People and their relatives were involved in decisions about care and what was important to them.

Care was delivered in line with recognised best practice. This included the principles of right support, right care and right culture, which promoted independence, safety and respect. Staff understood their responsibilities under the Mental Capacity Act 2005 and supported people to make decisions wherever possible. Communication needs were considered as part of care planning and delivery.

Staff used guidance from professionals involved in people’s care to inform their practice. They worked closely with therapists and other professionals to ensure care remained effective and up to date. Professionals spoke positively about how teams worked together. One professional told us, "Regular MDT meetings as well as therapy review meetings have been held and have worked well."

Staff used evidence-based approaches which improved outcomes for people. For example, researching the best tools to support each person’s development in relation to communication, mobility and health.

There was a well-coordinated approach to joint working across teams and services, which supported positive outcomes for people. Staff worked closely with multiple professionals, averaging 8 or more, when people’s needs changed or care was reviewed. They shared clear and detailed information and helped to co-ordinate the services people used. This meant people did not need to repeat their history when moving between services and helped ensure continuity of care.

Communication between services was clear and timely. Staff shared assessments, care plans and updates to make sure everyone involved understood people’s needs, risks and goals. Relatives spoke positively about the impact of support on family life and wellbeing due to how well staff worked with other care teams. One relative said, "The pressure that has been removed from me and the professionalism and expertise is amazing and has had a positive impact for all of us."

People and their relatives were involved in how care was planned and delivered across services. Their views were listened to and included in decisions. For example, staff worked with health professionals to review a person’s needs and treatment, which led to a reduction in epileptic seizures and improved wellbeing. For another person, staff responded to deterioration in their mobility by arranging a specific NHS assessment, which supported informed decision making and helped avoid unnecessary procedures.

Professionals spoke highly about the quality of care and how guidance was followed. One professional said, "MSP Case Management provide an excellent quality of service, and I have recommended them to both colleagues and solicitors who I work with."

Staff focused on supporting people to live healthier lives and improve their wellbeing. They worked with people and their relatives to understand their health needs and what was important to them. Care was planned to promote independence, choice and control.

People were supported by a range of professionals involved in their care. Advice and guidance were shared and followed by staff. Staff supported people to attend appointments and worked with professionals to monitor any barriers or changes in health.

Care plans reflected people’s goals such as swimming, exercise routines and dietary needs. This included supporting people with emotional wellbeing. Staff encouraged people to make choices and try new activities. A relative told us, “Staff follow on from the physio and encourage continued exercises so that the achievement deadline is met. [My family member] does not miss a target and as a treat [staff] tries to organise visits to sports venues and the local football team.”

There were examples of how coordinated input from professionals improved outcomes. For example, staff supported a specialist assessment with therapists to explore a swim spa, which would help the person regulate their emotions, access exercise and overcome barriers to using public facilities, improving both wellbeing and equality of access. Many people supported had received Speech and Language Therapy input or used PEG feeding, and staff were well trained to meet their nutritional and hydration needs safely. A PEG is a feeding tube that is placed directly into a person’s stomach to provide nutrition, fluids and medication when they are unable to eat or drink safely. This ensured people received safe and appropriate support with eating and drinking, reducing the risk of choking and supporting positive health outcomes.

There was an effective system in place to monitor and improve outcomes for people. The provider gathered information about people’s care, treatment and experiences from the person, their relatives and their whole care team. This helped them to understand what was working well and where improvements were needed and supported positive outcomes for people.

Outcomes were tracked and reviewed regularly. Staff assessed progress, ensuring care continued to meet both clinical expectations and what was important to the person. Leaders reviewed data and feedback to identify areas for development and took action where needed. Professionals spoke about trusting the monitoring of care. One professional told us, “As part of their compliance procedures [MSP Case Management] carry out frequent spot checks of staff and regular supervision. They are diligent in ensuring this is carried out within specified timeframes to comply with the regulations.”

Information shared between professionals supported changes in treatment, which resulted in improved health outcomes for people. Staff monitored progress towards people’s goals, which helped people to develop motor function and communication skills, increasing independence. For example, a goal around bespoke therapy programmes helped 1 person improve their movement and communication through exercise programmes and use of electronic devices. Outcomes included increased independence and decision making, while also reducing pressure on relatives which improved family wellbeing.

Relatives and professionals told us they were involved in reviewing care and their views were used to improve the service. One professional said, "In my experience, the quality of the care delivered is excellent."

Staff respected consent in line with legislation and guidance. People were supported to make decisions about their care and treatment wherever possible. Staff understood the importance of consent and applied this in day-to-day practice.

People were supported to understand choices in a way that met their communication needs. Staff used different approaches to help people express their views and preferences in-line with the principles of the Mental Capacity Act 2005 and the Accessible Information Standard. For example, they used eye gazing technology and personalised sign language to support people to share their views.

Relatives told us they felt involved in decisions and that people’s wishes were respected. One relative said, "Our [family member] makes their own decisions with assistance using hand signals that the staff have learnt from them."

Records showed that consent was sought and respected. Decisions made by people were followed in practice and this was reflected in care delivery. Where people lacked the mental capacity to make their own decisions, best interest decisions were completed and involved relevant people.

We found that recording of how mental capacity was assessed was not always consistent. In some cases, records summarised conversations and outcomes rather than clearly showing what options had been offered and how people had responded. There was also limited detail in some best interest assessments about alternative options considered and the reasons for decisions made.