Muzaana Care Services Ltd

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s needs and choices were assessed and planned for. People and their relatives told us the registered manager had visited them to discuss their needs before they started using the service. They explained they had been able to share their views of how they wanted to be cared for. One relative commented, “The care planning process was excellent and the manager, being a nurse, was very thorough. [Person] and I were both very involved with how we wanted the care to be provided.’’ The assessments had been used to develop care plans. These guided staff about how people wanted to be cared for and their desired outcomes. Assessments and care plans were regularly reviewed.

The staff delivered evidence-based care because they had the training, guidance and support to understand and follow best practice. Comments from people using the service and their relatives included, “They are so well trained and know exactly what they are doing as I don’t need to tell them where things are or, what to do they know’’ and “The carers are well trained and understand the care needs of [person].’’ Staff undertook a range of training associated with the health conditions of people using the service including how to care for people with a learning disability. The staff explained the training was useful. The registered manager had regular meetings with staff where they discussed best practice. Some people were supported with their nutritional needs. They told us this support was good. One relative told us, “The carers encourage [person] to drink plenty of fluids and offer me advice on the benefits of fluid intake.’’

The staff worked well as a team and had good systems for communicating with one another and the management team. They confirmed this, and explained they felt well informed and supported. The staff also liaised with external professionals to help make sure people received joined up care and support. External professionals confirmed they worked effectively with the agency. Comments from other professionals included, “Joint working with the agency is a positive experience, particularly with regards to keeping the person at the centre of their care and support’’, “They have excellent proactive communication and prompt responses’’, and “I found the manager pleasant and easy to communicate with regarding care needs.’’

The staff assessed and monitored people’s healthcare conditions. Care plans included information about specific health conditions and any risks staff need to be aware of. For some people, the agency supported them by liaising with healthcare professionals. The registered manager was a nurse and told us they made sure they had a good awareness of people’s individual health needs. They shared information about these with staff. The agency had sourced a podiatrist who had assessed and supported people with nail care. People using the service and their relatives told us they were happy with the support they had received in this area. One relative told us, “The manager will speak to the doctor with any concerns and [they have] very high standards. [The manager] is an inspiration as [they are] so involved and want to ensure [person] has a good quality of life.’’

The staff monitored people’s conditions, wellbeing and progress against outcomes. They maintained logs of care, which were audited and reviewed by managers. Staff alerted managers and people’s relatives to any concerns and changes in their condition. One relative explained, “The carers monitor [person’s] skin, and this ensures we have no problems.’’

The provider ensured people were able to make informed choices and consented to their care. They obtained written consent to different aspects of the service. For people who lacked the mental capacity to make decisions, the provider had consulted with their representatives to help make decisions in their best interests. People confirmed staff offered them choices, respected decisions and obtained consent before providing care.