Mother's Touch Care Limited

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 choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care was provided in a person-centred way, based around the needs of individuals. Care plans were person-centred, drawn up with the involvement of the person and their relatives where appropriate. They included information about the person’s likes and dislikes and their life history. Staff had a good understanding of people’s needs and how to support them. Relatives told us staff were responsive to people’s needs. A relative said, “They [staff] are always friendly, they put the person at ease.” Another relative said it was, “Very good quality 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. The provider worked with people and their relatives to provide consistent and person-centred care. People’s needs were understood by staff. The provider told us they tried to ensure people had the same regular care staff to ensure continuity of care. Relatives confirmed this. A relative said, “They [staff] try to keep the same ones [staff] as much as they can.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The registered manager told us in the past they had matched staff with people who they shared a first language with other than English to help ensure they could communicate effectively and provide information. At the time of inspection no one required information in formats other than English, but the registered manager told us this could be provided if required, for example, in pictorial formats.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result.
The provider had a complaints policy which was given to people. However, the registered manager told us there had not been any complaints. Relatives confirmed they had not had to make a complaint but told us they felt confident if they did have any concerns, they would be dealt with appropriately by the provider. A relative said, “So far I’ve no complaints.” Another relative told us, “I know [registered manager] would be open to any concerns I had, but so far everything has been good.”
 

The provider made sure that people could access the care, support they needed when they needed it.
People had access to the care and support they needed. The provider supported people in areas such as personal care and meal preparation. This was done in line with people’s assessed needs. The times that people received support were agreed between the person and the provider, so they got support at a time they needed it. People were positive about their support. People were supported to access community services, for example, the provider arranged and supported a person to get required blood tests. Another person was supported to visit a social club.
 

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.
The provider sought to ensure people had equity in experiences and outcomes. Care was person-centred so it was tailored around the needs of the individual. People were supported to access community services such as shops and healthcare services by the provider. The provider met people’s needs around equality and diversity, for example, by preparing foods that reflected the person’s culture, in line with their wishes.
 

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.

At the time of our inspection the service was not providing support to anyone who required end of life care, although the registered manager told us this could be provided in the future if required. The provider had an end-of-life policy to help guide staff practice in this area.