MSP Case Management Ltd

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. This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 82 (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 consistently placed at the centre of their care and treatment. Staff worked in partnership with people and their relatives to plan support around individual needs, preferences and goals. Equipment and training were tailored to each person. For example, staff arranged physiotherapy input to create a tailored programme using specialist equipment, which improved hand function and enabled the person to continue playing their chosen musical instrument in a band.

Care plans were detailed and personalised. They included information about people’s history, likes, dislikes and communication needs. Plans gave clear guidance for staff on how to safely meet needs while respecting preferences.

People and their care team were fully involved in planning and reviewing their care. Their views were sought regularly through meetings and day to day interactions. People and their relatives were included in the recruitment process for new staff to ensure a good fit.

Staff supported the introduction of communication technology and adapted environments to meet sensory needs, which helped people to express their views and increase independence. For 1 person, staff and the NHS occupational therapist worked together to introduce simple picture cards to support communication at home and at school when specialist input was not available. This approach was successful and led to funding being secured for a Smartbox to further support communication. A Smartbox is a communication device that uses symbols, pictures or words on a screen to help people who cannot speak, or find it hard to speak, express their needs, choices and feelings.

Staff adapted their approach based on feedback and any changes in needs. One person’s younger relative was included in moving and handling training so they felt involved and able to help, which supported family life and made care feel more natural at home.

Each person was supported by their own team of staff who worked flexibly to meet their needs and wishes. Rota’s were based around the person and relatives told us there had never been any late or missed care visits. The provider ensured staff had the skills and tools needed to support people effectively. One relative said, "We have probably got the best trained, managed team that we have ever had. Everyone is happy and all training up to date. We are very pleased.”

Relatives spoke very positively about how care was personal. One relative told us, “MSP [Case Management] isn’t so big that it’s corporate and they have a family focus. Takes on board the wider family. Feels like a caring, responsive service.” Another relative said, “The 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.”

Care was well coordinated and centred around people’s individual needs so that people experienced joined up support. Staff worked closely with professionals involved in people’s care to share information and plan support. Transitions between services were planned and managed carefully. Information was shared in a clear and timely way so that people did not need to repeat their history.

People were supported by their own staff teams who understood their routines, preferences and communication needs. This allowed staff to provide care in a way that felt familiar and reassuring for people, while remaining flexible and adapted to meet changing needs. Staff responded to changes by updating plans and working with professionals to ensure support continued to meet people’s needs.

Relatives spoke positively about how well care was organised and the impact this had on family life. One relative said, "There is no way I could do my bit if the staff member didn’t do their bit. Each part of the team doing their job brings us together as a whole."

People and their relatives were involved in creating and reviewing care plans. Information about care and support was explained in a way that people could understand. Staff adapted how they communicated depending on people’s needs, which helped people to express their views and take part in decisions. They were open about plans and changes and understood their duty of candour to share information and apologise when things went wrong.

The service followed the Accessible Information Standard. The Accessible Information Standard ensures people who have a disability, impairment or sensory loss receive information in a way they can understand and the support they need to communicate. A range of communication tools were used to support people, including speech, gestures, pictures, technology and personalised communication signs. This helped ensure people’s voices were heard and that they could engage with the information being shared.

Care plans and records were written in a clear way to guide staff and ensure consistent care. Information was stored securely in-line with national guidance and shared appropriately with professionals involved in people’s care, which supported safe and coordinated working. Relatives had access to the care records online via the electronic care planning system.

Relatives told us they were well informed by staff who had a wealth of knowledge themselves about various health conditions and staff who understood the support being provided. They were also grateful for the provider and staff team’s knowledge of local therapists and medical specialists they could access if needed. One relative said, “Always someone that we can talk to and lucky that the staff member has a depth of knowledge that we can tap into. Also, it’s nice having a pool of knowledge from others in MSP. Good that staff members have a knowledge of therapists.”

People were consistently listened to and fully involved in decisions about their care, treatment and support. The provider created opportunities for people and their relatives to share feedback, raise concerns and contribute ideas. Staff explained changes in care and ensured people understood what this meant for them. Feedback was sought regularly through a range of methods, including meetings, day to day discussions and ongoing communication. One relative told us, “[My family member] does not use speech but communicates with smiles, tears and shouting but we all know what it means."

Staff adapted how they engaged with people to meet their communication needs. The provider shared and sought information in person, over the telephone, via newsletters, online electronic tools and surveys. There was a clear process in place for complaints and compliments. People and their relatives understood how to raise concerns and felt confident doing so but had no complaints currently. People told us previous concerns about staffing or quality of care had been taken seriously and responded to in a timely way by the provider.

Engagement with people and their relatives led to positive outcomes where their feedback was used to make changes and improve the service. People and their relatives were consulted about practices and improvements for the quality of care, as well as in the recruitment of staff. One relative was the team leader of the small team of staff supporting their family member. They shared information and feedback on a daily basis and actively got involved in the management and development of the staff and the shift planning. Staff acted on feedback and involved people in reviewing their care.

People were respected and involved in shaping their support. Relatives told us communication was open and responsive. One relative said, "No problems with contact, I just email or text and within hours there is a solution." Another relative told us, "Any questions just call the case manager, as they all say, ‘We are just a call away’. MSP [Case Management] are always contactable and respond quickly anytime we need something or whenever our care team have got in touch with them.”

People were supported to access the care, support and treatment they needed at the right time. The provider worked with people and their relatives to identify any barriers and took action to reduce these.

Staff supported people to access a range of health and social care services. This included working with professionals involved in their care and helping to arrange appointments and attend when needed. This ensured people received timely support and continuity of care.

Staff adapted support to meet individual needs, including communication needs and physical access. Care arrangements ensured people were able to access local facilities and activities where appropriate. Staff supported people to be part of their community and maintain independence while managing risks.

Barriers to accessing services were recognised and addressed with the support from various health professionals, people’s solicitors or other advocates. For example, staff arranged for occupational therapy and physiotherapy input at the swimming pool to complete a risk assessment and moving and handling plan, which enabled the person who had previously been unable to access the pool, to safely join swimming lessons with their peers.

Relatives told us they felt people were able to access the right support when needed. One relative said, "The staff are so helpful and their knowledge of being a nurse is the right fit for us. They are always there if I need them and don’t know how I would manage without them. Helps us as a family and can’t praise them enough."

People received care, support and treatment that aimed to reduce inequality in experience and outcomes. Staff gathered information about people’s needs and experiences and used this to adapt care. This included recognising where people may be at greater risk of poorer outcomes and taking action to address this. Care plans reflected these considerations and were updated when needed.

Communication was adapted to meet people's needs so people could understand information and express their views. Outcomes for people were reviewed to identify where improvements could be made. Leaders used this information to make changes to care and support, which helped to reduce risks and improve experiences. When raising about difficulties with accessing medicines locally due to a national shortage, during a joint professionals meeting, a plan was created to overcome this.

People were supported to plan for future changes in a timely and person-centred way. Staff worked with people and their relatives to consider both short term and long term needs, which helped people make informed decisions about their future.

Planning included consideration of important life stages and changes. This involved identifying the support and therapies that would help people develop motor function, respiratory health, daily living skills, improve independence and prepare for future opportunities. This included working with schools and increasing community involvement.

Care plans reflected people’s goals and were reviewed regularly. Staff worked with professionals involved in people’s care to ensure plans remained appropriate as needs changed.

People and their relatives were fully involved in planning and reviewing care. Their views and wishes were central to decision making. Where people and their relatives were happy to, they had considered wishes for their care and treatment in the event of health emergencies. Staff ensured information was shared in a way people could understand so they could take part in decisions about their future. Care plans reminded staff to also be sensitive to the feelings of the person’s relatives when discussing and planning for emergency or life changing events following medical reviews.

Relatives told us they felt supported to plan ahead and valued the input from staff. One relative said, "We really feel that our case manager and MSP [Case Management] are on our side and go above and beyond to help us ensure that our [family member] receives the best standard of care and therapies, but also lives their best life, which we believe is born from firsthand experience of living and working with children and young people with complex needs and disabilities."