Medsolve (UK) 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 service met people’s needs.

This is the first inspection 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.

Staff at the service 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. Relatives told us staff knew people’s needs and responded to any change of their needs. Care plans were in place, to provide guidance for staff of how outcomes were to be achieved.People’s care records included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain. A staff member commented, “All of the staffare very involved in making the life of the client the best we can."

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Care staff were introduced to people before they started providing care and support for them to understand people’s individual health and care needs. People received care and support from a group of the same care staff which enabled continuity. A staff member commented, “Each person mostly has their own team, everyone works together to ensure person centred care.”

Staff supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was aware of the Accessible Information Standard. They told us information could be made available in different formats. Staff empowered people to communicate so their voice could be heard. Detailed communication care plans were in place. People were supported to express their views so that staff understood their preferences, wishes and choices, including where people may not communicate well verbally. A relative commented, “Staff give [Name] choices, [Name] does not communicate verbally and uses their eyes, eye gaze and their smile. Staff may show [Name] books and if they indicate they don’t want them, they’ll keep showing more and work out which book they do want.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. A relative told us, “Nothing is a problem for the staff, they’re happy to change things for what I want.” The service had a system in place to seek feedback from people and their loved ones. A relative commented, “I am regularly in contact with management every 6 weeks, and a manager does the check-ins and we call it feedback Friday, as it’s every Friday.”

Staff at the service made sure that people could access the care, support and treatment they needed when they needed it. The service worked with other professionals to support people and to ensure they had any equipment they needed. People's care records showed they had access to care and support, and referrals were made for treatment when they needed it. Systems were in place to help ensure people and staff received support in the event of an emergency. An on-call service was available when the office was closed. A relative commented, “I have never had to use the out of hours, but I know the phone goes to out of hours at Medsolve automatically.” Another relative told us, “The office has an on-call and the new manager said I can call their mobile any time day or night.”

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 relatives did not report any concerns in relation to any experience of discrimination and inequality from the service. They told us they were confident to speak with staff and the leadership team about things which mattered to them and impacted on their health and well-being. A relative commented, “The manager is very responsive, they acted straight away and everything is back on track.” Staff worked to ensure reasonable adjustments were in place for everyone, so people did not experience discrimination because of their disability and needs.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.