Multiple Care Solutions 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 provider involved people and treated them with compassion, kindness, dignity and respect. This is 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 were aware of the importance of treating people with kindness and dignity, and of respecting their privacy. They told us how they did this. One staff member said, “If I am giving someone a bed wash, I cover them as much as possible and wash the exposed area.” Another member of staff said, “I always close the door [when providing support with persona care] in case anyone else is in the house.” People told us they were treated with kindness by staff, a person said, “[Care staff member] is very respectful, very kind. I am happy with them."

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.

People were treated as individuals. Care plans were in place which were person-centred, based around the needs of individuals. Staff had a good understanding of people’s needs and how to meet them and people confirmed staff understood their needs. A member of staff told us, “I am chatty with people, so the person feels comfortable.” A person told us, “I am really satisfied with the care they provide and with my [care staff]."

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

People told us their independence, choice and control was promoted. For example, they were given choices about what to eat and wear. A person told us, “[Staff] does my breakfast, I tell them what to make.” Staff explained how they supported people to make choices and be independence. A staff member said, “With dressing, [person] likes to maintain their independence. I will support them with what they need, but they can do a lot for themselves. I let them lead, I let them do most of everything.” Another staff member said, “[Person] can pick out their blouse, they make all choices about breakfast.” Care plans set out what people could do for themselves and what they needed support with, which helped to promote and maintain their independence.

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.

People’s health and medical needs were recorded in their care plans, along with contact phone numbers for GPs and next of kin. Staff had undertaken training in first aid. People told us staff understood how to meet their needs.

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

Staff were supported in their roles and to deliver person-centred care. Staff had regular training, in addition to team meetings and staff supervision. Saff told us they felt supported in their role. A staff member said, “There were so many trainings I did. I did the Care Certificate, safeguarding, moving and handling, infection control, food safety, so many.” The Care Certificate is a nationally recognised training programme designed for staff who are new to working in the care sector.