MNG Care at Home Services Ltd Also known as Visiting Angels North Shropshire

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 received care and support which was personal to them and was tailored to meet their needs and preferences. One person’s relative told us, “[Person] is at the forefront of everything the service and the carers do”. Staff knew people well and what was important to them. One staff member said, “I have been supporting the same people for quite a while, so I know them really well”. Staff understood the importance of providing support which was personal to people.
 

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.

The service provided care which was responsive to people’s needs. Care arrangements were planned to meet people’s assessed needs and were regularly reviewed to ensure they remained appropriate. We received mixed feedback around consistency of care staff, with some people telling us they were supported by a small, regular staff team who knew them well, and others telling us their support was less consistent. However, people told us this did not impact on the quality of the care they received.
 

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

The service provided people with clear, accessible information about the care and support available to them. Information was shared in a timely way to help people understand what to expect from the service, including details about care visits, roles of staff and how care would be delivered in their own homes. People were given information on how to contact the office or report concerns or complaints. Information was shared with other professionals when needed in a timely manner to ensure people received continuity of care.
 

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.

People and their relatives told us they did not have any concerns about the care provided, however they knew how to make a complaint and felt confident in doing so should the need arise. One person told us, “I’ve had no need to complain, but if I did I would speak with the office and it would be sorted”. Staff understood the importance of ensuring people were supported to raise concerns where required. The provider sought feedback from people and their relatives in the form of surveys and we saw changes were made in response to these.
 

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

Staff ensured people had access to health and social care professionals when they were needed. Where emergencies arose, the provider was responsive and flexible to ensure people received the care they needed. For example, rotas were reviewed in adverse weather conditions or where relatives weren’t available to support people to ensure all people received the support they needed. The provider had an on-call service to ensure senior staff members could be contacted at all hours of the day and night if needed for advice or for additional support on care calls.
 

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 were treated with respect and their rights were upheld. One person’s relative told us, “They always treat [person] with respect and always listen to and follow [person]’s wishes”. Care plans focused on what mattered to each person, including maintaining independence, managing health conditions, or feeling safe and supported at home. People’s goals were recorded in their care plans and outcomes were monitored through regular reviews. Staff had received training in equality and diversity and understood the importance of treating people as individuals.
 

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.

People were supported to plan for the future. Care plans included information relating to end of life care and staff had received training to support people effectively at the end of their lives. Due to the sensitivity of the subject, not all people wished to discuss this topic as part of the development and reviews of their care plans. The registered manager revisited this subject with people in a sensitive manner to ensure their views were captured where possible.