Mega Resources Nursing & Care - Gloucestershire

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 registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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.

Each person had an individualised careplan which contained relevant details about the person, their life history and routines, their family, their preferences. These were reviewed and updated regularly or when the person’s needs changed.

Staff were confident about delivering person-centred care. They told us person-centred care meant recognising every person was different and care was tailored to meet their individual needs, preferences, choices and wishes.This included, people having different religious or cultural needs, preferred products to use and different routines.Staff told us they were kept up to date from the office if a person’s needs or circumstances changed. This was relayed via a confidential group chat on their CareLineLive app, which safely and securely held all the information and documentation for each supported person.

A social care professional told us, “The staff at [the provider] are not only highly skilled but also demonstrate remarkable compassion in their care. They provide person-centred support and are always attuned to the individual needs of clients within their homes. Their honest and open communication fosters trust and enhances my overall confidence that they will provide personalised quality support.”

Relatives and people commented, “She feels her care is good and personalised”, “If anyone was made for caring it's him. I had a bad day today but because of him I will be laughing all night. What a lovely bloke!" and "She is so lovely she really made me laugh and has really made my day. I will be smiling all day now - please give her my praises.”

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 provider was clear on the type of care needs the service could provide and meet.They worked with stakeholder partners to meet people’s needs and feedback from partners was positive. One professional told us,“They actively foster collaboration and are dedicated to addressing the unique needs of both the caregivers and the clients in their homes.”

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

People’s communication needs had been identified and recorded in their care plan.Staff were given good guidance on how to communicate effectively using people’s preferred styles and how to support them.

Comments from people and their relatives included,“Generally, the communication is good. Occasionally, there are some languages or understanding difficulties with care workers whose first language is not English, but this improves over time as we get to know each other better”,“They are punctual most of the time, and if they are running late, they always let me know. Mum is comfortable with the arrangements, and the care workers use the key safe to access the house”,“I check the logbook to see when the care workers clock in and clock out” and “Their communication with me is also excellent. If Mum needs anything or if there are any issues in the house, they let me know, particularly as I am not always at home.”

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 were given regular opportunity to provide feedback on the service they received. This was via feedback forms and surveys, reviews, quality monitoring calls and spot checks on care.

Any concerns or complaints were dealt with promptly and thoroughly.The outcome was shared with people, relatives and staff for transparency and signposting to other services.

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

The provider understood people’s barriers to care and tailored support to overcome these barriers where required. Areas included people’s health, home life situations and family support.

One professional told us, “During a particularly challenging situation with a client who had high expectations, the management and care team worked hand in hand with our [adult social care team] team to ensure a positive, constructive atmosphere, which significantly improved the care delivered.”

Call times analysis showed a very high percentage of calls being delivered to people within 15 minutes of the call time.The provider had an out of hours service for people and relatives to access as well as staff to access management support.The provider worked flexibly to offer short notice care or changes to care packages to support people and stakeholder partners.

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.

The management team and staff demonstrated awareness of potential discrimination people may face and were confident to take measures to address these with relevant organisations and partners in care.Staff were fully trained inequality and diversity training.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

People’s care plans included their wishes for their care during end-of-life stage (advanced care planning) and where required an individualised Gold Standards Framework care plan, which was colour coded according to need to aid staff guidance and to monitor progress.Where people had an NHS ReSPECT form (Recommended Summary Plan for Emergency Care and Treatment) or a DNACPR (Do Not Attempt Cardiopulmonary Resuscitation) this was recorded and included for information and guidance.This meant people’s wishes were listened to and staff were aware of people’s choice.

The service was accredited to the nationally recognised, Gold Standards Framework for palliative and end of life care. Staff were fully trained in end-of-life care and the Gold Standards Framework. Staff told us this enabled them to understand how to provide compassionate care,maintain people’s comfort and dignity and support their family during end-of-life care. The service provided compassionate support to unpaid carers and family members, offering respite and urgent access to care as well as supporting them through the palliative care process.

In a card, one relative wrote, “Heartfelt thanks for care, compassion and emotional support provided to [her] late mother and the family in her final days.” Another relative thanked the whole team for kind, professional and prompt care in [family member’s] final weeks. One relative said,"I still often think of [named carers], who were with us in the morning on the day my mum died, and the care, gentleness, and compassion they showed not only to my mum but also to me during such an incredibly painful time. Their emotional support meant more than they will ever know."