Merci Care Services Ltd

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

This was the first assessment for this service. This key question has been rated good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.
 

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff treated people with kindness, compassion and respect. Relatives told us staff were caring and considerate in their approach and supported people in a dignified way. A relative told us, “[Staff] care for them [relatives] as if they are their own family.”

Staff completed training in dignity and respect. Staff respected people’s privacy during care and maintained confidentiality, which helped people feel valued and supported.
 

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff treated people as individuals and took account of their preferences, routines and personal histories. Information about people’s individual needs was recorded in care plans to help staff provide personalised support. People and their relatives told us staff knew them well and respected what mattered to them, which helped ensure care was delivered in a way that reflected people’s choices.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to make choices about their care and daily routines. Staff encouraged independence by providing supportive and positive encouragement, tailored to people’s individual abilities. People were supported to go out on outings and take part in activities in the community when they wished.

A staff member said: “We ask (person) where they want to go, what they want to eat, what they want to wear. (Person) is able to decide these things for themselves.”

Care plans included information about how people wanted to be supported, which helped staff promote choice, control and independence in a way that reflected people’s needs and preferences.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff responded to people’s immediate needs in a timely way. People and their relatives told us staff were attentive and acted when support was required. Staff recognised when people needed reassurance, assistance or additional support and took appropriate action to minimise discomfort or distress . As a result, people felt safe and supported.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

The provider supported staff wellbeing and enabled them to deliver good quality care. Staff told us they felt supported by the registered manager and described them as approachable and accessible. A staff member said, “My manager is always available to have a chat,” and another told us there was “Good communication with the manager; she listens and responds when contacted.”

Staff told us they felt valued and supported in their roles. They explained they had regular contact from the registered manager, including calls to check how they were getting on. This helped staff feel supported and able to focus on providing care.