Medicare Link Limited

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• 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 [newly registered 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 described how they actively participated in reviewing their care and support arrangements with the provider. A person said, “The manager meets with me and my [family member] .We talk about what is working well and if there needs to be any changes.” A relative said, “I don’t need to wait for a care review to discuss any changers in the care my [Person] receives I can contact the manager any time to discuss this.”

People’s care plans demonstrated a person-centred approach, focusing on each person’s needs, preferences, and life experiences. The documentation contained information about people’s backgrounds, including their life history, personal interests, what or who was important to them and how they wanted their support to be delivered to them. This level of detail ensured that care provision was not only tailored, but also respectful of each person’s identity and priorities.

Care staff told us that they supported people in expressing their views by adapting each person's preferred method of communication. A staff member said, “Building relationships with [people] through communication and I will adapt my communication to each individual I support.”

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.

People and their relatives reported that they were able to access the care they required. A relative told us, “We have been able to make adjustment to the care and support that is given to my [Person] when needed. The agency is very flexible.”

The assistant manager explained that measures were implemented to maintain consistent care by allocating staff members to people who received care and support. This strategy fostered trust and encouraged the development of positive relationships between staff and people in their care, thereby enhancing feelings of safety and overall wellbeing.

People's care plans held information about the support they received from other agencies. For an example, this included details of the person's GP, and other health professionals. This approach promoted clear communication and collaboration among all parties.

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

People and their family members told us that they received copies of their care plans and contracts. They were given the opportunity to review these documents, provide their consent, and request amendments if required. A person said, “The manager has given copies of everything this includes the contract and all care documents.”

Staff have confirmed that they had access to the organisation’s policies and procedures through an electronic application. During our assessment, staff were able to clearly demonstrate both an understanding of the content and the ability to locate relevant information effectively within the system. A staff told us, “I have access to many policies and procedures, to help me carry out my role.”

The assistant manager told us the importance of making care plans accessible for everyone, especially when people required adjustments to support. For example, this included the care plan being printed in large font sizes, making it easier for those with visual impairments or reading difficulties to access the content. Pictures and visual aids were incorporated into the document. As well as personalised colour printed that worked best for the person.

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 sent surveys to both staff, people and their relatives. This initiative offered an opportunity for everyone involved with the service, express their opinions and share feedback regarding the quality of care and support provided. By involving all relevant parties, the survey aimed to gather a wide range of perspectives to inform ongoing improvements to the service.

A person told us, “I have been asked by the manager to give feedback on how my care is going and if I had any suggestion about changers that could improve the service.”

Staff members expressed that they felt comfortable voicing their opinions and concerns, highlighting an approachable management team. Feedback included positive remarks about being able to contribute during staff meetings and supervisions, and a general sense of being listened to by the manager. A staff member said, “During the handovers and staff meetings, I will update all the important information. We also have monthly team meetings and management will conduct meetings whenever it is required to share information.”

The assistant manager explained that the service regularly conducted care reviews with individuals and their families. This approach encouraged the sharing of perspectives and the offered suggestions. Whenever any gaps or concerns were identified during these reviews, action plans were created to address and resolve them.

The provider maintained a suitable system for handling complaints and compliments, thereby ensuring that people and their relives were clearly informed about the process for submitting concerns or offering positive feedback. This approach facilitated the effective and prompt resolution of issues, demonstrating good practice in the delivery of services. By providing accessible guidance and responding to matters in a timely fashion, the provider reinforced a culture of openness and continuous improvement. We saw that previous complaints regarding the service had been addressed in an appropriate way.

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

Feedback from people receiving care, as well as their families, indicated that the service successfully provided the required support to meet their needs. The responses highlighted a positive experience with the support offered.

The provider had equality and diversity policies ensuring that everyone was treated fairly and with respect. Staff had completed relevant training on equality and diversity, which equipped them with the knowledge and skills to recognise and address the potential barriers that people may encounter when accessing care.

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

People experienced positive outcomes and were supported to live as independently as possible. A relative told us, “Since my [Person] has been receiving care and support from their care staff I seen a positive change and general happiness.”

Staff were empowered to speak up if they witnessed inappropriate behaviour, ensuring that the care setting remained a safe and welcoming place for all.

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 assessment, there were no people receiving end of life care. We saw that the provider had a policy to guide staff should such circumstances arise. Staff completed training in end-of-life care, equipping them with the knowledge and understanding of what constituted good practice in this sensitive area. This ensured that, when required, the team was fully prepared to deliver compassionate and effective support in accordance with best practice standards.

Care plans were developed to reflect each person’s individual wishes regarding the support they received. This included adjustments to their living arrangements, decisions about medical treatments, and preferences for end-of-life care. This approach helped people feel valued and empowered. By supporting people in accordance with their expressed wishes, the care plans contributed significantly to maintaining both their control over their lives and their sense of dignity.