Meridian Health and Social Care - Leeds

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 newly registered provider. 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.

Peoples care was person centred. We spoke with the manager in relation to improving the care plans around using first person. The manager told us they had an action plan in place to review the care plans to enable this.

People told us they received person centred care from staff who knew them well. One person told us, “We have the same staff most of the time, we know them.” A relative told us, “We have no concerns staff know [person] well.”

The provider demonstrated a good understanding of the diverse health and care needs of people and their local community. Care was delivered in a coordinated and flexible way, supporting people’s choice and continuity of care.

An electronic rota system was in place, which was supported by electronic call monitoring data and feedback from both people using the service and staff. Where possible, efforts were made to ensure people received care from consistent staff members.

The provider worked effectively with external professionals and supported individuals to access additional services when required.

The provider ensured that information was supplied in appropriate, accurate and up-to-date formats, tailored to meet individual needs. The service adapted its approach to support people with different communication requirements, including those with language barriers, by ensuring appropriate staff were available to meet these needs.

People were provided with a service user welcome pack, which included guidance on accessing personal data, confidentiality, safeguarding, and how to raise concerns or make a complaint. Staff received training to understand the importance of maintaining confidentiality and supporting people to access information in a way that met their individual needs.

The provider had systems in place to enable people and their representatives to share feedback, raise concerns, and be involved in decisions about their care, treatment, and support. People were supported to express their views, and staff ensured these were reflected in care delivery.

Staff demonstrated an understanding of involving people in decisions and respecting preferences, with one stating, “We always ask what people want and give options.”

Feedback from people was generally positive, with people saying they felt listened to and respected. One person said, “They listen and respect my wishes,” and others gave examples of concerns being addressed promptly, such as, “I had an issue and it was dealt with swiftly.” However, one person reported difficulty contacting the office.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider complied with legal equality and human rights requirements, including avoiding discrimination, considering the needs of people with different protected characteristics and making reasonable adjustments.

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.

Care was adapted to support a range of needs, including communication and sensory requirements. One staff member told us, “Everyone is different, so we adapt care to suit them.”

There was an equality and diversity policy providing guidance on the importance of treating people as individuals. This was further supported by staff training. The staff we spoke with spoke very positively about the people they supported.

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.

People were given the option during the assessment process and in subsequent reviews to discuss this important issue. No one was being supported with end-of-life care at the time of inspection. Staff received training in end-of-life care.