Molly Care Ltd

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

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment for this service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

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.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Senior staff told us, “We complete reviews with people, I like to do them in their home, when possible, as I get to see their environment, and [can check how their support is being delivered] and any changes needed. The care plans focus on the person and their choices.” The provider deployed an online care management system which staff updated when required. Staff confirmed they could access relevant information via the app which ensured people received person centred care.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff confirmed they were introduced to new people before they commenced providing care for them. One staff member told us, “The best care comes from getting to know people.” Staff told us how their rotas were structured ensuring they worked with the same people as often as possible. This continuity ensured staff were able to identify when changes occurred and escalate concerns.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Some information was available in various formats and the manager told us how they were working to increase the amount of detail within the support and risk assessments plans. Care staff told us they had information about, and understood, people’s communication needs from care plans, which meant they could support people to fully express themselves.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People and family members received a service users guide which included information about how to contact the office or make a complaint should the need arise. Feedback surveys were completed with people, relatives and staff. The provider spoke about how they had made changes based on feedback they had received and how they planned to formalise the processes further to show what action they had taken in response to feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Discussions with the provider and office staff showed they understood how to access specialist health or social care support should this be required. Health professionals confirmed staff and managers at Molly Care Ltd sought advice and made referrals which ensured people received support they needed when they needed it.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People and family members were positive about the care and support they were receiving. One person told us how staff supported them, “One of the carers helps me with paperwork... they go through the contract and care plan ... and all carers are really mindful of my mental health”. Training records confirmed staff were supported to access information and training about specific health conditions.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Information was held by the service detailing any specific wishes people may have as to the actions staff should take should resuscitation be required.