Monaveen (Care Outlook)

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

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 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. A person told us, “They understand my needs well. I have a file (care plan) they go through this with me.” Staff told us, “We know people very well here and that’s good, but when needs change we adapt to them very quickly.” People are supported to be at the centre of their care. The provider encourages people, if they are able, to manage their appointments with various parts of their lives. For example, we saw evidence of the provider reminding people to respond appointment requests or wheelchair maintenance visits.

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. People were assessed to receive timed visits, tailored to individual needs organised through a rostering system that can provide 15-minute, 30-minute, 45-minute, 1-hour visits. The length of the visits was dependent upon person’s needs. People were supported by stable staff team. A person told us, “Staff are all excellent, I have none I would complain about.” Another person told us, they are on time 99% of the time. If they are a little late, they let me know.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans provided information on people’s communication needs and if they needed any aids such as glasses or hearing aids. We observed people had access to and were using any aids they needed. The service adhered to the accessible communication standard. Where people had difficulty with communication the relevant professionals were contacted to assess for any assistive technology or communication aids.

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. A person told us, “I do get to fill in a questionnaire, asking if there is anything that needs improving.” Service users are also visited weekly as part of the “walkabout” visits where they can raise any concerns, complaints or compliments.

The provider made sure that people could access the care, support and treatment they needed when they needed it. There was evidence the provider had supported people with accessing external health professionals when they needed it. A person told us, “I always go downstairs if I want appointments and taxies. They will organise these things for me.”

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. People were in control of the care they received. There was evidence of people’s right to refuse care being respected. Where people needed to change their care call times, the service was accommodating to this.

People were supported to plan for important life changes and make informed decisions about their future, including at the end of their lives. Although this service is not currently commissioned to support people with end-of-life care, recently, staff ensured a person's wishes to spend their final days in their own home were maintained when they experienced a rapid decline in their health. The service had worked closely with the palliative care team, and before funding was agreed upon, there was evidence that staff members were willing to volunteer to provide overnight care for the person.