Mynas Care 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 the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered 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.

People spoke highly of the staff. Their comments included, "I am happy with the carers, they are lovely." Staff spoke about how they treated people with kindness and dignity and examples they gave displayed that of a caring nature. One staff member said, “Yes, I feel your work environment plays a big role in being happy at work, I enjoy the most being able to support someone, you are there with them to support them and that feels really rewarding, helping someone who needs help and playing that caring role in their life feels good. I enjoy being there for the clients.”

Staff told us how they supported people’s confidentiality, one staff member said, “I respect their privacy and personal documentation; I don’t disclose it to others. I maintain the confidentiality of clients all the time, there are personal info and things in the care plan I don’t disclose to anyone else.”

Professionals provided positive feedback regarding staff’s kindness, compassion and dignity. One professional told us, “Visiting Angels consistently supports people in a way that reflects their individual needs and preferences. I have had the opportunity to attend visits with a client when the buddies have been present and have observed positive and respectful relationships between them. The rapport between clients and staff is consistently good, with interactions that are both professional and warm simultaneously; staff appear able to balance a friendly, engaging approach with maintaining appropriate professional boundaries.” Based on the feedback from staff and people, along with the records we observed, we believe staff were kind, caring and promoted people’s dignity.

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’s relatives spoke positively about their loved one being treated as an individual. One person’s relative said, "As a family member, I feel very listened to, and I know that they will talk with her if she has any likes or dislikes." Staff told us how they got to know new people and how they were updated when people’s needs changed. One staff member told us. “If health conditions change, there will be notes in the care plan from (the) manager or GP, I always read these.”

Records we observed showed how the service treated people as individuals and considered things such as people’s culture and wishes. Peoples care plans had a section in which any communication needs could be recorded, though at the time of the inspection, no one had specific communication requirements. Professionals provided positive feedback in this area. One professional told us, “My impression is that the service promotes a person-centred approach and recognises the individual needs of those receiving care.”

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

People’s relatives felt staff supported people to be independent where possible. Staff told us how they supported people to be as independent as possible. One staff member said, “I make sure my client is independent as possible caring to his needs, trying to help when he needs help but not always stepping in as he doesn’t always need my help.”

Depending on the care package commissioned, support with activities varied. We were told about examples where care was being provided, and staff were supporting the person to access the community. People’s relatives told us their loved one got to make choices, one relative said, "My father gets choices of the sort of care he requires."

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 relatives told us their loved one’s care needs were being met. A staff member told us about what they did when people’s needs changed, they said, “Most clients need care from one person but sometimes people’s needs change and they may need two, in this situation you report it to the office who will then reassess the client’s needs and will send two staff if needs be.” Due to the way in which calls were logged, we were unable to determine if calls were attended on time, though no issues were raised by people about this.

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

Staff told us they were generally treated well. One staff member said, “Yes, we always get support and praise for the work we do. Some staff have been here quite a while now as they get treated well.” Staff were able to raise concerns, should they have any, through various channels. Various policies were in place to support staff wellbeing.

Visits had travel time allocated between them, meaning staff had time to travel between each client.