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Marie Curie Nursing and Domiciliary Care Service, Central Region Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 29 March 2018

This inspection took place on 20 and 21 February 2018. Due to the sensitivity of the care provided by the service, the provider was given 3 working days’ notice of our visit. This was so people who used the service could be told of our visit and asked if they would be happy to speak with us.

Marie Curie Nursing and Domiciliary Care Service, Central Regional (MCNS Central) is a registered provider of palliative and end of life care services to adults with terminal illnesses across the Central Region. The service supports people in their own homes. The geographical area includes Lincolnshire, Leicestershire, Staffordshire, Stoke, Derbyshire, Birmingham, Solihull, Warwickshire, Walsall and Dudley. At the time of our inspection there were 300+ people receiving a service.

This service is a domiciliary nursing and care agency. It provides personal and nursing care to people living in their own houses and flats in the community. It provides a service to adults. CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating.

People were referred to the service by healthcare professionals, the main referral source were District Nurses. Clinical Commissioning Groups (CCGs) commission the service. Staff worked as an integrated team with other health professionals such as District Nurses and GPs. A majority of the care was provided by nurses and healthcare assistants overnight to people in their own homes.

A registered manager was in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Family members were overwhelmingly complimentary about the service. Praising staff for the compassion and kindness shown to their relative and to themselves. Family members had confidence in the knowledge and skills of staff, and the positive impact this had on their relatives care. Family members spoke of the collaborative approach of the staff and other health care professionals and the positive impact it had on their relatives care. Family members told us the service provided was tailored to their relation’s individual needs and that they had complete confidence in the staff, whom they trusted and felt safe with.

Commissioners of the service and health care professionals who worked alongside staff were consistent in their praise of the service provided by MCNS – Central. Comments referred to the satisfaction of those using the service. They referred to the collaborative working approach that led to the provision of a high quality service to those at the end of their lives and their families. Commissioners made reference to the service in its determination to continually improve services through collaboration and by identifying new ways of working to improve.

Staff demonstrated a commitment in the implementation of the provider’s values and mission in the delivery of end of life care. Staff’s knowledge and understanding of the service was keenly demonstrated through their enthusiasm to engage with us talking about the service and their role and areas of responsibility. Staff were passionate about the service they provided and sought to provide a person centred approach to people’s end of life care and in the support of family members.

People were treated with kindness and their individuality respected. Staff promoted people’s dignity and all interactions between staff, those using the service and family members were positive to ensure the best outcome for people.

Staff worked collectively with people using the service and their relative to ensure they were central to any decisions about end of life care and treatment. Staff provided end of life care, to ensure people had a dignifi

Inspection areas

Safe

Good

Updated 29 March 2018

The service was safe.

Family members were consistent in telling us that their relative was safe.

People were safeguarded from abuse as robust systems and processes were in place, which were understood and adhered too by all staff. A robust system of staff recruitment was in place to ensure people were supported by suitable staff.

There was a proactive approach to the promotion of people’s and staff safety, which had a positive impact on people using the service, as they could be confident that staff were available when they needed them..

People received their medicines as they had been prescribed as safe systems were in place for the management of medicines.

Effective

Good

Updated 29 March 2018

The service was effective.

Family members expressed complete confidence in staff’s ability, experience and knowledge to provide good quality care.

Marie Curie had a central point of contact where referrals for care and support were submitted by health care professionals.

People were supported by staff that had the skills and knowledge to meet their needs. Staff received regular training and on-going support to ensure they had up to date information to undertake their roles and responsibilities.

Staff worked collaboratively and alongside other health care professionals and organisations, those using the service and family member; to deliver effective care, meeting people’s needs and delivered in their best interests.

Caring

Outstanding

Updated 29 March 2018

The service was exceptionally caring.

Family members told us that staff treated their relative with exceptional kindness, care, dignity and respect at all times. Staff were highly pro-active in their approach to care. They demonstrated compassion in every aspect of their work to make people feel cared for and supported.

Staff were both committed and passionate in the providing high quality care, and conveyed kindness, compassion and commitment when speaking of the service they provided.

Responsive

Outstanding

Updated 29 March 2018

The service was exceptionally responsive.

Staff demonstrated their commitment to provide high quality end of life care, reflective of people’s wishes and needs, in order that their death was both dignified and pain free.

Family members were consistent in their overwhelming praise of staff and the services ability to meet their relative’s needs and that of themselves in a timely manner, which had a positive impact on their well-being.

A complaint policy and procedure was in place. Concerns were investigated and the outcome was shared and used to develop the service.

Well-led

Outstanding

Updated 29 March 2018

The service was exceptionally well-led.

The provider's value and mission to provide high quality end of life care was embedded into all aspects of the service.

The organisational structure provided staff with strong leadership and support. The registered manager and staff were committed to the development of the service and the sharing of good practice to promote the quality of life for people in end of life care.

The provider, registered manager and staff had across the organisation systems and processes to involve people who use the service, their family members, staff and external agencies.

Commissioners of the service and partner agencies praised highly the quality of the care provided and the services approach to collaborative working.