Miracle Workers Agency Limited

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 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 aimed to deliver tailor made care and support that was person-centred. People and relatives told us staff knew them well and adapted what they did to people’s needs and wishes. Care plans were developed in conjunction with the people themselves.

There was evidence staff worked alongside health professionals to ensure care and support reflected the people’s needs. Systems were in place to ensure support packages were undertaken without delay when circumstances had changed. There were contingencies for cover at short notice and, where possible, familiar staff were sought to provide continuity. One relative said, “Continuity is important for us and they [the management team] do understand that.”

The provider ensured information they shared with people was detailed but accessible. How levels of care were assessed along with the charges were clear and there was clear information on who to contact in the event of an emergency or to raise concerns. People had access to their assessments of needs and care plans. People told us they felt involved in decisions about their care.

The provider sought feedback and ideas from people in receipt of care and support. There was a clear complaints procedure, and we could see that any concerns or complaints were dealt with appropriately. People told us that on every rotation of staff the provider would contact them to gather their feedback on the care they had received. People told us that staff would involve and listen to them when having care and support. People and relatives were happy with the service and had not had cause to raise a concern.

The provider made sure that people could access the care, support and treatment they needed, when they needed it. People told us that there were no barriers to accessing their local community and staff supported them wherever they wished to go.

The provider and staff ensured that everyone they supported was treated the same with the same aims of enabling and maximising their abilities. No one raised any concerns with us regarding their experiences of care and support from Miracle Workers.

The provider had mechanisms of assessments and reviews in place to adapt the care to people’s changing needs and this was clearly set out in the literature provided to people using the service. There was an aim to maintain people in their own homes for as long as possible with the live in care and staff worked alongside other agencies and professionals to achieve this. , One person said, “They [Staff] are here to make sure I can remain in my home.”