Merci Care Services 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 service met people’s needs.

This was 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 person-centred care that met their individual needs. Relatives told us they were happy with the care provided.

Staff explained they supported people with their personal care as well as their leisure and social interests, in line with people’s wishes. A member of staff told us they “often take people out for regular walks, hairdressers, shops and out for breakfast.”
 

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 worked with other professionals involved in people’s care when required, including GPs and other healthcare services. They liaised with GPs to review medicines and ensure prescriptions remained appropriate. Staff also supported people to attend GP and hospital appointments when needed and shared relevant information with professionals. This helped ensure care was coordinated and people experienced continuity of support.
 

The provider made sure people and their relatives had access to information about the service and their care. The registered manager explained that information could be provided in different languages and formats to meet individual needs.

Relatives received a monthly newsletter, which provided updates about the service and helped to keep them informed about any changes or developments.

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 had a complaints procedure, and relatives told us they knew how to raise concerns and felt confident doing so. The registered manager met regularly with people and their relatives to discuss their experiences and gather feedback, which supported ongoing involvement in the service. A relative said: “I am proactive at giving suggestions”.
 

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

People were supported to access the care and support they needed in a way that met their individual circumstances and worked well for them. Relatives told us staff supported people to attend GP, hospital and other healthcare appointments when required, and assisted with accessing community services such as day centres. This helped ensure people were able to attend appointments and activities important to their health, wellbeing and social inclusion.
 

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 equitable care and outcomes. Staff completed training in equality and human rights, which supported them to understand and respect people’s diverse needs and protected characteristics. Staff were able to explain how they adapted care to meet individual needs, including cultural, religious and communication needs. This helped ensure people received fair and consistent care and were not disadvantaged because of their personal characteristics.
 

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.

Staff worked with people and their relatives to identify and plan for future needs. This was supported through annual reviews of care and additional reviews whenever people’s needs changed. Relatives told us they were involved in discussions about people’s ongoing and future support, including changes in health or mobility. This helped ensure care plans were kept up to date and people continued to receive care that reflected their needs and wishes over time.