MELM Care Solutions

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Quality assurance systems and oversight processes were not always effective. The provider required some guidance to ensure finance management and mental capacity assessment processes were safe and effective. Staff spoke positively about leaders and reported the service culture to be fair and equitable. The provider's systems and processes supported freedom to speak up.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider fostered a positive working culture. Staff and leaders demonstrated a positive and compassionate culture that promoted trust and understanding between them and the people using the service.

Processes embedded a clear service direction and core values that supported the positive development of service culture.

Staff spoke positively about leaders at the service. Staff told us the provider was approachable and action was taken when concerns were raised.

We found finance oversight processes were not always robust and there were shortfalls in assessing and understanding people’s mental capacity. This indicated the provider lacked some knowledge in these areas. We provided guidance and recommendations to ensure leaders had the tools and resources required. The provider demonstrated they were dedicated to ensuring the needs of people were met by making swift changes with finance management procedures.

Staff told us they felt comfortable raising concerns and knew how to escalate concerns to the relevant authorities if required. Staff and leaders acted with openness, honesty and transparency during our assessment.

Systems and processes supported freedom to speak up. For example, the providers policies set out how to raise and escalate concerns appropriately.

Staff reported the service culture to be fair and equitable. Staff spoke kindly about leadership. Feedback from leaders indicated they valued their workforce and cared about their wellbeing.

Systems and processes supported equality and diversity in the workforce.

The provider demonstrated passion and commitment to ensuring a good quality service, and staff spoke positively about the dedication of the provider and the support from the leadership team. However, we found some shortfalls that had been overlooked and improvements were required.

Quality assurance systems and oversight processes were not always effective at ensuring service provisions were adequate for peoples’ needs. For example, there was a lack of oversight in relation to mental capacity assessments, and quality audit tools did not identify shortfalls in relation to hand hygiene facilities and finance management procedures. This meant opportunities to ensure people’s safety and improve service provisions were missed.

People and their relatives told us they felt engaged with by the provider.

Staff and leaders worked in partnership with key organisations to support care provision, service development and joined-up care.

Feedback from partners indicated the provider engaged with quality reviews and assessments.

The provider's systems and processes supported engagement with partners and external health care agencies.

Staff and leaders had a good understanding of how to make improvement happen and had fostered positive relationships with external agencies to support service improvement. For example, concerns identified as part of this assessment were raised with the provider. The provider took appropriate action and demonstrated learning from our regulatory engagement. This directly impacted the service people received.

The providers systems and processes were not always effective at identifying shortfalls in care and driving improvement. This was reported on under quality statement Governance, Management and Sustainability.