Medinova Healthcare 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

The staff were caring. However, records and checks to ensure personalised care was always delivered needed to be improved to make sure people always received caring and personalised support. People’s individual needs were not assessed or planned for in enough detail. Care records were not personalised. There was not enough information about how they wanted to be cared for and supported. Some people did not use words to communicate. There was no information for staff about how to understand how the person communicated or guidance so they could engage with the person and offer choices. People’s relatives told us the staff were kind, caring and they had good relationships with them. They explained staff were respectful and polite. The staff told us they felt supported and well-treated by the registered manager.

This service scored 70 (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 relatives told us that staff were kind, caring and polite. They explained people’s privacy was respected. Their comments included, ‘, ‘’They are excellent and are caring for [person] so well’’, ‘’The carers are happy, cheerful people and they are very kind’’ and ‘’Dignity and respect are shown at all times.’’

The registered manager told us that staff spent time with people and did not rush them.

An external professional told us they had observed care being delivered to 1 person. They explained the staff interacted well with the person and handled challenging situations sensitively and with patience.

People’s relatives told us that staff treated people as individuals. Their comments included, “The carers make [person] feel nice and special’’, ‘’The best thing is the little things they do like massaging [person] to relax and comfort [them]’’ and ‘’The carers are sociable and speak our language.’’

The registered manager knew the people who they were caring for and their families. They told us they worked with them to understand their needs.

Care plans did not include enough personalised details to ensure staff could access information about individual needs. We discussed this with the registered manager and they told us they would review these and make improvements.

Some people did not use words to communicate. There was no information for staff about how to understand how the person communicated or guidance so they could engage appropriately with the person and offer choices. People’s relatives told us people were supported to make choices. Their comments included, ‘’[Person] is spoken to and informed as to what will happen next at all time, which is reassuring for [them]”, “The carers will encourage [person] to do exercises to improve [their] strength and balance’’ and “We were given the choice of male or female carers.’’

The registered manager told us they worked with people using the service and their families to ensure they were given choices about their care.

The provider’s systems for assessing and recording people’s needs in personalised care plans were not well implemented. There was limited information about people’s choices, preferences and how to support them to be independent within care plans. We discussed this with the registered manager so they could address this. Care plans did not include information about people’s sensory or communication needs and any support they required with these.

People’s relatives told us the care workers were attentive and responded to people’s immediate needs during care visits. Their comments included, ‘’If we have an appointment, the carers will change the call time, even at short notice’’ and ‘’The carers are proactive and bring to my attention if [person] is not well.’’

There was a consistent and familiar staff team who worked with each person. This enabled them to recognise changes in their needs. The registered manager told us the staff alerted them if they had any concerns. The provider had procedures for staff to follow in emergency situations or if they had concerns about a person they were caring for.

The provider helped to make sure staff wellbeing was respected and they felt supported. The staff told us they felt respected by the registered manager. The registered manager told us they met or spoke with staff each day to discuss any concerns they had.

The provider had supported staff with some of their needs outside the service, for example, purchasing safety equipment in order for one staff member to travel on a bicycle. The registered manager had formal staff meetings every 2 months with the team and with individual staff to discuss their work. They also had informal meetings and worked alongside the staff delivering care.