Meridian Health and Social Care - Nottingham

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

We assessed 3 quality statements in the responsive key question and found areas of good practice. The scores for these areas have been combined with scores based on the rating from the last inspection, which was good.

People were supported to receive care in their preferred way. People were listened to, and concerns or complaints were responded to quickly.

People were supported to maintain good quality health. They had access to external health care agencies. People were not discriminated against. They received an equal opportunity to receive the care and support they needed both from the provider’s staff and accessing external health and social care services.

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 experienced care that met their needs and expectations which enabled them to live their lives in their preferred way.

Most people and relatives spoke positively about the quality of care and support provided by staff and told us the care was provided in their preferred way. Many gave specific examples where staff had a positive effect on their lives. A person said, “My carers are brilliant; they know I like football, and they chat to me about the football and our families; we talk about anything.”

A small number of people and relatives told us they had requested female only care staff and on occasions male staff had attended. They had addressed this with the registered manager and action had been taken to prevent this happening again.

Staff told us they supported people with the aim of improving their lives wherever possible. They focused on promoting independence and supporting people to maintaining control of their own lives.

Most people and their relatives told us they or their family member had continuity of care and knew which staff were arriving to provide support. On occasions staff unknown to the person did arrive to complete care calls. Whilst people did not raise concerns about the quality of the care provided by the unknown staff, they did have to tell some how they would like their care to be provided.

People told us new team members were normally introduced by staff who already knew them well. People told us staff always stayed for the allocated time to ensure they received the care needed.

Care was assessed and planned. Staff told us they knew what support people needed as detailed care plans were in place. Staff told us they had good access to the community nursing team to ensure any nursing needs could be met in a timely manner.

There were no concerns raised by professionals about this service.

Processes in place meant people were supported to undertake hobbies and spend time in the community. Where social support was provided care plans were in place detailing what people wanted to do and how staff should support them. Regular reviews took place to ensure that people were happy with the care provision.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People and their relatives told us they knew who to talk to if they wanted to discuss care or raise any concerns. People and relatives praised the office-based staff and told us if they raised a concern it was acted on quickly.

A relative said, “The office is good. I’ve had to phone ‘Out of Hours’ and they got in touch with a carer and told us ‘the carer will be there in half an hour’. The care staff member returned. We could not ask for more.”

Staff told us they always listened to people’s views, acted on their wishes and treated them with respect. A staff member said, “I respect personal space and confidentiality. I empower decision making, involve them in care planning and promote independence.”

The registered manager told us they contacted people and their representatives to ensure they were happy with the level of care. Regular formal reviews of people’s care were completed. The registered manager understood their duty to ensure all concerns and complaints were responded to in a timely manner. The registered manager held a recent client forum where people were invited to attend the office to discuss any issues they may have.

Processes in place supported people to share their views about the service and the support they receive. Monthly newsletters were sent to people and relatives to provide updates on the service, Quality questionnaires were sent out to seek their opinions on the care provided. Recent feedback and results from these surveys and recorded compliments showed people were pleased, overall, with the service provided.

There was a robust complaints process and policy in place and all complaints raised were investigated and responded to in a timely manner. Minor concerns were also documented, and staff informed of any changes needed as a result of a concern being raised. Advocacy services were made available for people should they need someone to act on their behalf when making decisions about their care, or when raising concerns.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.