Meridian Health and Social Care - Leeds

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 provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered provider. 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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and their relatives consistently spoke positively about staff. One person said, “Friendly. Like my friends now,” another described staff as “Amazing.” A relative told us, “Very kind and caring.”

Staff described how they promoted dignity in practice. One staff member said, “We close doors and curtains and make sure people are covered.” Another said, “We treat people how we would like to be treat.”

The provider 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.

Care plans included detailed information about people’s backgrounds, preferences, routines, communication needs and relationships, supporting personalised care. However, records were often written in the third person, limiting reflection of people’s own voice and involvement. This was discussed with the management team, who had begun reviewing documentation.

People and relatives confirmed staff knew them well and understood their needs. For example, one person said, “They know my likes and dislikes,” and a relative told us staff could recognise preferences through expressions. Staff also demonstrated a good understanding of people, with one stating, “I know my clients very well and understand their routines.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People’s choices and preferences were respected, and both staff and people confirmed that consent was routinely sought before care was provided.

People told us they were able to make choices about their care and daily routines. One person said, “I make my own choices,” and another explained, “I decide what I eat and drink.” They also confirmed staff promoted independence, with one stating, “They do the minimum for me but are there if I need them.”

Staff described supporting people to remain independent, with one saying, “We don’t do everything for people, we help where needed.” Care planning reflected a strengths-based approach, outlining what people could do independently and where support was required, including encouragement to use mobility aids.

The provider 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. Everyone we spoke with told us they felt staff responded to their family’s needs.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Most staff we spoke with told us they felt listened to and could raise any concerns. The manager was working with staff in relation to wellbeing and how to improve and implement this further into the service.