Mushavi Private Limited

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 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 and their relatives were involved in care planning. Feedback was regularly sought from people and relatives to ensure care remained in line with their preferences and expectations. People and their relatives confirmed staff knew them well and understood their needs.

There were clear records of people’s personal preferences and tasks they required support with during each visit from staff. Daily records showed people received care and support according to their assessed needs.

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.

Staff understood how and when to escalate issues to health and social care professionals, and when to seek advice. Appropriate referrals were made and professional advice was built into people’s care plans.

People received support from familiar staff. This meant people received support from staff they had built up relationships with and helped them to feel more comfortable.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People's communication needs were assessed, identified and recorded in their care plans. This supported staff to provide appropriate care by communicating effectively with people in a way which best met people's 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.

The provider regularly asked for people’s feedback. We saw results from a survey and people had been complimentary about the service they received. People and relatives told us they knew how to raise concerns and who to speak to if they were unhappy with the service. For example, a person told us, “I can speak to the carer or the manager if I have any problems. I have all contact information in the book. They have been very good so far.” The registered manager told us how learning was taken from complaints to improve the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The service was responsive to people’s changing needs and ensured people had access to health and social care services when required. For example, when staff recognised a person needed more support, the registered manager contacted the local authority who implemented more care hours.

Care plans clearly outlined personalised support arrangements, including any specialist equipment required to meet each person’s needs. Emergency protocols were in place, and staff understood out-of-hours arrangements.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Policies and procedures promoted equality and diversity and removed barriers to care. People’s needs and preferences were clearly documented and adhered to.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

At the time of our inspection, the registered manager told us no one was receiving end of life care. They confirmed when they had supported people at the end of their life before they had implemented care plans and worked with health care partners to ensure people received a pain free and dignified death. Staff received training in how to support people receiving end of life care.