Mynas Care 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 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 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 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.

We made observations during our conversations with families and through records that people received person centred care. Records were detailed and person centred. Feedback on person centred care was generally positive. Staff were able to confidently talk to us about what person-centred care meant. One staff member said, “It means the care is all about that person, everything fits around that one person who you are caring for.”

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.

Feedback on care provision was positive. One relative said, “They usually arrive on time and they stay the full amount." Throughout the inspection, staff and management made reference to various organisations they could make referrals to for support when needed. One staff member spoke about care continuity and said, “We build good relationships as we tend to stick to the same clients so we know them well, or if a client likes a particular carer, they can request them as their main carer.”

We found examples where referrals were made to ensure people received the right support and treatment. Professionals told us they felt the service provided good continuity of care. One professional said, “Visiting Angels work effectively with myself to ensure that our clients care, and support needs are met in a coordinated way. The service is responsive to advice and requests, and I have found that any recommendations made are listened to and implemented appropriately.”

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

People could access information and could express their views in numerous ways including through surveys. Staff spoke about how they ensured peoples information was confidentially secured, one staff member said it was about, “Not mentioning anything personal or sharing personal things wider. Only people who care for my client can access his care records so personal info is not shared with anyone who doesn’t need to see it." People’s information was protected using passwords on electronic devices.

The Registered Manager told us how they could make information accessible for people. They told us, they could provide information to people in various formats such as braille, large print and in a variety of languages as well as using picture cards if needed.

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.

People and their relatives told us they could provide feedback and told us that if they had any concerns they would speak to the staff or the Registered Manager. Staff told us they generally felt able to escalate any concerns to management to investigate, should they need to. People and their relatives were able to raise concerns or feedback through various channels, including using the services complaints process.

We reviewed a complaints log, which showed no complaints had been made since the service opened. Some surveys had been completed by people, and their responses were all positive. Policies were in place to support people sharing feedback, including a complaints policy, though some amendments were needed to ensure this contained appropriate information. The Registered Manager acted upon this immediately.

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

People could access care and support when needed as we found necessary referrals had been made when required. Relatives told us care was reliable and delivered on time, one relative said, "Yes, they are completely reliable." Staff felt people accessed the care they needed.

Care plans generally considered people people’s specific needs in areas such as mobility. Emergency protocols were in place such as a business continuity plan to ensure safe processes should an emergency arise. Professionals told us the service was easy to contact. One professional told us, “I have found communication channels to be accessible and have not experienced difficulties in contacting the service when required.”

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People and their families spoke positively about the care they received. Staff told us they had no concerns about the care the service provided. Care plan reviews were carried out with people and their relatives, giving people the opportunity to be involved in positive experiences and outcomes.

People were supported to plan and discuss important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life, though records relating to this needed to be more consistent.

We saw evidence that people had a Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) in place where it was their wish. Details in relation to end of life wishes were not recorded in anyone’s care plans, though people were asked on pre-admission documents if they wished to discuss this. Records around this needed to be improved. The Registered Manager told us this would be addressed going forward.

People and their relatives who we spoke to did not specifically provide any information relating to end-of-life care, but they suggested throughout our conversations the management was approachable and regular reviews were taking place. The Registered Manager told us how they supported families when someone passes away, they told us about an example of when they (the Registered Manager) and a carer went together to visit the persons wife with flowers and a condolence card. The Registered Manager also showed us feedback they received following attending a funeral which said, "It was an absolute honour to have you with us. You truly are an exceptional and loving person, and I am so grateful that you came into our lives."