Montpellier Care Company 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 provider met people’s needs. This is the first inspection 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.

People received person centred care and support. 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.

One person said, “We feel completely confident that they (provider) know what they are doing for us. They treat us with the utmost respect…. We have an open relationship with the agency, and we are happy with the care.”

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. Where needed, staff supported people to contact, and access a range of health care professionals.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.One person said, “I know that if I ever had a problem with understanding any form then they (provider) would always help me.”

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. There was a system in place for responding to any concerns or complaints.

People told us they knew how to raise concerns or complaints. They said, “I have never had to complain about anything, but I do have a number if I needed to. I am happy with them” and “I have no complaints at all although I do have a number if necessary. I had some horrendous agencies in the past. There was just no consistency of care whatsoever, but these are brilliant. I have never had a problem at all with them.”

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

People’s individual communication systems and styles were respected and valued. Records provided good detail of what staff needed to do to help people communicate their wishes and needs.

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. Staff had received training in equality and diversity.

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 able to share their end of life wishes if they wished to.