MMAB Healthcare- MMAB Consulting Ltd

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• 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 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 understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. A staff member told us, “The service has strong communication with families, GPs, district nurses, and

other agencies. Information is shared in a timely and confidential manner to ensure continuity of care and everyone is kept informed, especially in more complex cases.” Most people and relatives told us people had regular staff, and they built positive relationships with them, supporting continuity of care. The provider recognised the importance of continuity of care and had recruited more staff to support this.

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 made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People told us they felt able to raise any issues and felt listened to. People’s views of the service had been collected at care reviews and spot checks of the service. People and relatives had also recently been sent surveys to monitor their satisfaction with the service.

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].”

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. For example, staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The management team ensured peoples’ social and healthcare needs were fully considered and met.

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].”