Naveed Medicare Ltd Hampshire

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 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.

People and family members told us they were happy with the care provided and the way this was organised. They told us they were involved in care planning which was regularly reviewed to ensure information was current and up to date. One relative told us, “We had a whole meeting for the assessments and (staff members name) contacts me regularly to ask how things are going, or if there's any updates.”

Professionals felt the service ensured people were at the heart of the service. One professional told us, “I feel that the service has a team of particularly compassionate and patient staff, who offer person centred care, in a judgement free way.” Another professional said, “Being kind, understanding and person centred. Good knowledge and understanding of Learning Disabilities. Strong professional curiosity - they are able to work out what is going on under the surface with individuals to support them in the best way.”

The registered manager told us how they ensured peoples likes and dislikes and preferences were respected and met. For people they assisted into the community they ensured this took place and people went to places they wanted to attend for example, swimming.

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. Records showed people’s care was provided by regular staff where possible. Communications between other health and social care professionals were effective and enabled prompt adjustment of people’s care if required. One professional told us, “The service worked in partnership with the community learning disabilities team, GP and family member to create care plans suitable for the person. They worked closely with other agencies to ensure health needs were not missed and/or overlooked.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans reflected their physical, mental and emotional needs. Care staff told us they had information about and understood people’s communication needs from the care plans meaning they could support people to fully express themselves. People were provided information in a format suitable for their needs. A professional told us, “They communicate well with me and health services. Also, recently liaised with a voluntary agency to best understand an individual needs.”

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 policy and process to manage any complaints. Records showed people had been responded to in line with the provider’s policy and people were happy with the outcome. A relative told us, “It's good communication, (staff members name) very good and she tells me to call her if there's anything at all."

The registered manager told us how by listening to complaints about care staff running late. They now monitor care calls on the live electronic system to see where staff were. If staff were running late they spoke with them and phoned the person to let them know their will be a delay.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider had equality and diversity policies in place. Staff completed equality and diversity training, which helped to ensure they understood the potential barriers to accessing care people may face and how they could be supported to overcome them. A professional told us, “My experience is that yes, they do promote equality. They worked hard to ensure the service user was able to access health service in an equitable way, making reasonable adjustments as required. They worked hard to ensure rights, were not restricted, whilst keeping her safe within her home.”

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. Staff treated people equally and without discrimination. People and family members were positive about the care and support they were receiving.

The provider had worked exceptionally well with people and professionals to improve people’s outcomes to ensure they received the care and experience they needed when they were unwell which had resulted in improvements to their quality of life. This included work to improve information sharing around people’s healthcare needs. This meant people receive coordinated and effective care. A professional told us, “They have gone above and beyond. They coordinated appointments to align with support hours and ensured the staff member matched the individual's needs.”

Feedback from professionals was extremely positive and we were provided with many examples of how the service had supported people to live healthier lives which had led to positive outcomes for them. One professional told us, “The situation has now completely turned around. They’ve done exceptionally well; this case has been used as a ‘show and tell’ within the team to celebrate the life-changing impact on the individual.”

Another professional told us how the service has gone over and above to ensure individuals received the health support that they needed. For example, by taking a person to hospital who was very unwell and remaining with them on the ward to coax them to stay. They said, “This mitigated a significant risk and had a positive outcome for the service user.”

We also received feedback about the provider. One professional told us, “Naveed is an exceptionally caring provider. They have a strong registered manager who has helped to find creative solutions when working with service users. For example, they identified a need for an individual to see their GP and facilitated appointments. They communicate and work well with families.”

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. At the time of inspection no one was receiving end of life care. Should end of life care be required this would be provided in line with the person’s wishes. Training had been provided for all staff and policies and procedures were in place for end of life care to support staff.