Medsolve (UK) Limited

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 that the service involved people and treated them with compassion, kindness, dignity and respect.

This is the first inspection of this 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.

Staff at the service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. A professional told us, “It is a positive service to work with staff who are clearly caring and compassionate about what they do.” Relatives and people were positive about the caring nature of the organisation and staff. Their comments included, “All the staff care for [Name] well”, “This company and the staff have brought my confidence back” and “[Name] is absolutely well looked after.”

Staff 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. Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. People and their relatives told us staff knew people, they took time to speak with them and communicated effectively. A relative commented, “[Name] communicates in their own style, and staff have a laugh with [Name] and guess what [Name] is saying. They go and get what they think [Name] has asked for, and then [Name] will ask for something else. [Name] makes them work.”

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff supported people to be involved in decision making, whatever the level of need. A relative commented, “[Name] uses symbols and eye points, and the staff understand that as much as they can. [Name] looks right for ‘yes’ and left for ‘no’ and sometimes does it very quickly and laughs as they are having fun.” Staff worked sensitively and compassionately with people and people trusted the staff who supported them. Staff were aware of and had an in-depth understanding of people's needs, anxieties and aspirations. They established consistent and trusting relationships with people which enabled people to relax with the support provided. A relative commented, “[Name] is happy around the staff. They are smiling now, so I am happy with the support for them.”

People were supported by staff to try new activities at home and in the community. A relative told us, “I have put in a lot of activities, sensory stories, exercises and they do them with staff, bake cakes, paint pictures, read stories and they go out and about, so [Name] has a full day.”

Staff 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 were supported by staff who were familiar to them. This enabled staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress. A staff member commented, “It is about knowing the person, the triggers, but dealing with the issues calmly and safely.” A relative commented, “[Name] can get frustrated with the pain and grab staff sometimes, but they ‘get’ it. They understand and know what to do.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff provided positive feedback about their experience of working at the service. Their comments included, “It is rewarding work” and “Management are always available for advice and support.”