MSA Supported Living 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 assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 did not always make sure people were at the centre of their care and treatment choices, and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

Care documentation evidenced a person-centred approach to care, detailing people's individuals, likes needs and preferences. Care plans also detailed people’s social, emotional and physical needs. However, we received negative feedback from people and their relatives regarding person centred care. One relative told us, "Theres a lack of structure around leisure activities." Decisions were not always made in consultation with people, for example, relating to equipment. However, care review records showed people were involved in discussions about their care. The provider has confirmed how they plan to improvements to ensure people feel their

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.

Care planning documentation evidenced the service had a good understanding of the local community and diversity of need. Professionals we spoke with told us the service understood the needs of the local community. One professional told us, "[The provider’s] understanding and joint working with me and other agencies and services, resulted in [the person] developing positive relationships with staff and actively engaging and increasing [the person using the service] social circle."

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

The provider had systems and processes in place to comply with the Accessible Information Standards. Where required they had resources to produce information such as policies and complaints procedures, in easy read formats.

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 were involved in care planning and reviews and were provided with the opportunity to provide feedback via resident meetings and surveys. Staff were also able to provide feedback as to how to make improvements. The provider facilitated meetings for people, with those attending who were important to them. Communication needed to be improved to ensure people felt listened to and actions were taken when needed. Although records showed people were consulted, where decisions had been made, or actions could not be addressed better recording was needed.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement.

Professionals we spoke with spoke highly of the provider regarding partnership working with other services. One professional told us, "They [the provider] worked with the employer [of a person using the service] to be part of [the persons] employment support as a point of contact for staff to raise concerns or explore approach and solutions."

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 provider ensured people who may be at risk of inequality received equity of experiences and outcomes. For example, some people in the service had communication difficulties. Care documentation and delivery was designed to maximise the persons involvement, through easy read formats or other alternative formats.

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.

There was an end-of-life policy in place. Staff had completed relevant training regarding end of life and discussions had been had with people about important life decisions, including at the end of their life.