MMAB Healthcare- MMAB Consulting Ltd

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. A relative told us, “The carers treat [family member] with dignity and respect, they will speak to [family member] when providing care.” People and relatives gave examples of how staff respected people’s privacy and took care to maintain people’s dignity when delivering personal care.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. The provider recorded and acted on safety incidents and accidents. People and relatives told us they found the management open and honest, and they discussed anything that had gone wrong, with a view to learning and improving the service. Staff told us learning from incidents was shared with them. A staff member said, “Learning is shared in team meetings and through written communication to prevent recurrence [of incidents].”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Independence and choice were promoted in people’s care records and staff had a good understanding of the importance of people being in control of their care. For example, a relative told us staff were patient when their family member was tired on a morning and supported them to get up later if this was their choice. Another relative told us they had asked staff to bathe their family member differently to better meet their preferences, staff had listened and changed the way they supported this person.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. The provider recorded and acted on safety incidents and accidents. People and relatives told us they found the management open and honest, and they discussed anything that had gone wrong, with a view to learning and improving the service. Staff told us learning from incidents was shared with them. A staff member said, “Learning is shared in team meetings and through written communication to prevent recurrence [of incidents].”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider’s Statement of Purpose stated, “We believe a happy worker is a better worker. We take the time to say thank you, well done and support our team when life throw’s tough things at us. We also believe it’s important to have fun and build this into the way we work and things we do.” The provider used a mental health toolkit with a wide range of resources to support staff. The Operations Director was a qualified mental health first aider and could use the resources to support conversations with staff around mental health issues, such as anxiety and eating disorder. Rotas were planned in advance to support flexible working for staff with caring commitments. A staff member told us, “[Management] are very supportive, they’ve been flexible because I’m a carer.”

The provider told us they recognised and celebrated staff achievements. They said, “We use our electronic system, to say thank you to staff and to recognise their achievements via appreciation notes.” This included positive feedback about staff from people and relatives.