Muzaana Care Services Ltd

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. At our last inspection we rated this key question good. At this inspection the rating has remained 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.

People were treated with kindness and respect. People told us they had good relationships with the staff. Comments from people and their relatives included, “The carers are excellent’’, “They are supportive to person and me [relative]’’ and “Personal care is done with the utmost respect and [person] is not embarrassed because of this.’’

Staff treated people as individuals. Each person had a care plan which outlined their individual needs and how they wanted to be cared for. People were supported by a small group of staff who knew them well. People using the service and their relatives told us that their individual needs were respected. Their comments included, “They are wonderful with [person] despite a language barrier, they interact really well’’, “They play games with [person] and are good company’’ and “The carers understand our culture and beliefs and respect this.’’ The provider advocated on behalf of people when they had requested support, for example, liaising with different professionals.

People were supported to make choices and be in control of their care. Their views and wishes were incorporated into care plans. The registered manager told us they aimed to support people to be independent whenever possible. People using the service and their relatives confirmed this. Their comments included, “Carers take [person] out for a walk’’, “The staff support [person] to do [their] physiotherapy exercises each day’’, “[Person] goes out with carers or they play games and do activities at home, they encourage [person] to do things independently’’ and “They make sure [person] is stimulated and engaged.’’

The staff responded to people’s immediate needs. They explained they knew people well and could identify signs that a person was unhappy or unwell. Relatives confirmed this, explaining how the staff had alerted them and doctors to any concerns. One relative talked about an incident when they were concerned about a person’s health. They explained, “I phoned the registered manager, and [they] came round straight away to offer support and advice about what to do.’’

The agency promoted staff wellbeing and enablement. Staff confirmed they felt supported through formal and informal systems. Staff undertook regular training and took part in individual and team meetings with the registered manager. Their work was appraised, and they were able to share their views and experiences. The agency held social events and informal meetings for staff. Staff were supported to undertake qualifications and a range of different training.