Merci Care Services Ltd

People received personalised care from familiar staff who arrived on time and provided care safely. People and their relatives told us they felt safe, were happy with the service, and described staff as kind, respectful and responsive. People were involved in assessing and planning their care and had regular reviews. People were supported to maintain independence where possible and were able to make choices about their care.

Staff had undertaken a range of training and told us they felt supported by an approachable management team. Recruitment processes were robust and ensured suitable staff were employed.

We identified some areas where improvements were needed. Medicines administration records did not always include clear information about dosage, route and frequency and were not fully in line with good practice guidance. Governance systems were not always effective in monitoring medicines management. Risk assessments were generally good, but some lacked sufficient detail, including around mouth care. The provider has given assurances that they are taking action to address the issues raised and that. No evidence of harm to people has been identified.

We identified some gaps within some policies, including medicines, safeguarding, concerns and complaints, accident reporting, and equity and diversity . The provider has given assurances that they are taking action to address gaps in their policies.

Overall, people experienced a safe, caring and responsive service. People felt well supported by staff who knew them well and met their needs. Where improvements were required, the provider was open to feedback and demonstrated a willingness to take prompt action.

Relatives were very positive about their experience of the service. They told us people received care that was kind, respectful and delivered with compassion. A relative described the care as having “humanity,” and explained that staff “genuinely care about their clients” and that “it’s not just a job for them – kindness, pride, compassion.”

Relatives said staff arrived on time, were professional and skilled, and treated both people and their homes with respect. They told us people were treated with kindness and dignity and that they felt safe using the service. Relatives said management was always accessible and responsive when needed.