Zi Mat Ltd

On this page

• 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 newly registered 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 70 (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 people’s privacy and dignity.

People and their relatives told us staff were kind, caring and treated them with respect. Comments included, “Very kind and caring, always show me respect”, “Dignity and respect shown 100%, all very kind, caring and very nice,” and “Kind and caring staff, always speak and have a laugh and a joke with [person], [they] have a good bond and rapport with them all.”

Staff knew people and their preferences well. Staff we spoke with were kind, comments included, “It’s very rewarding for me, I can see that I’m giving something back to the community, I take real pride in this kind of work.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s care plans contained information on their preferences, religion, likes and dislikes. For example, one person’s care plan detailed it was important they were supported with personal care before prayers. Staff knew people well and were respectful of people’s beliefs.

Care planning did not always contain details about how people liked to be supported and how they liked their support to be delivered. However, staff knew people well and over time got to know their preferred way of being supported.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to maintain as much independence, choice and control over their lives as possible. Staff encouraged people to make their own decisions and provided support in a way that respected individual preferences.

People were involved in planning their care and were given opportunities to express what mattered most to them. However, documentation did not always demonstrate this.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People's needs were dealt with promptly. One person told us, “If I was unwell, they would help me appropriately.” A relative told us, “Staff would always get a GP or appropriate person if [they] were unwell, and they have done.”

Staff told us they would act if they were concerned about people. Comments included, “First response would be to get medical help then report to the office.”

The provider did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care.

Team meetings were not consistently accessible to staff due to a dispersed workforce and meetings primarily being held in the office. This meant not all staff were able to participate or contribute to discussions. Meeting minutes lacked sufficient detail, meaning staff who were unable to attend did not receive clear or comprehensive updates about changes, decisions, or topics discussed.

Medication records evidenced that one member of staff had worked consistently with the same people every day for a 3-month period. Although the working days had not involved excessive hours or call cramming, it indicated they had not taken a day off for 3 months. (Call cramming means that staff are required to attend more calls than time would allow, so each person's allocated time would be shortened.) The provider had not made sure all staff had regular breaks from work.

However, staff told us they felt supported by the provider, comments included, “I feel very supported. I’m so grateful for this opportunity, it’s all a learning situation. I always feel I can call someone and get the support I need to get things done.”