MSH Healthcare

The provider carried out thorough assessments of people's needs. People received the support they required. Staff were trained and competent to provide people's care. Staff provided the support people needed with preparing and enjoying their meals and drinks. Staff liaised with healthcare services to ensure people received the support they needed. People made decisions about their care and their rights were protected. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff were kind and caring to people. People valued the care they received. Staff asked people for their views about their care and respected the decisions they made. Staff promoted people's privacy, dignity and independence.

The service was responsive to people's needs and took account of their preferences. People received high- quality, person-centred care. The provider had an effective procedure for receiving and responding to complaints about the service. Concerns received were used to improve the service provided. People received compassionate care and were supported to remain at home as they reached the end of life.

The provider had developed a positive, person-centred culture. The provider, management team and staff were committed to providing people with high-quality care. The provider and staff understood their responsibilities under the duty of candour. The provider asked for people's views about the care they received. They used feedback received to ensure the continuous improvement of the service. Staff and people who used the service said they would recommend it.