Mather 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 newly registered 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.

People and relatives told us staff were highly responsive and delivered care that was consistently person‑centred. They said staff knew them well, went beyond their usual duties and adapted support to promote wellbeing and independence.

Care records clearly outlined the support each person required to stay well and retain as much independence as possible.

Relatives told us, “I have observed how responsive they are to all his needs, providing flexibility whilst never missing out aspects of his care routine. When some of his regular care needs needed to be tweaked, his care plan was updated and the modifications adjusted and followed accordingly, immediately.” Another relative said, “The carers are lovely and Mum always enjoys their company. They chat, laugh and joke, which is good for Mum as their responsiveness to her personality and sense of humour really matters to her mental health and wellbeing.”

A person using the service told us, “This is a lovely family‑run business who really care for the people and family members. I really appreciate their flexibility and the responsive way they run the service. I always know which carer is due for my next call as they let me know before they leave. There have been some Sundays when they have taken me to my church, which is above and beyond their usual duties. I really appreciate that care and kindness.”

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 was responsive to people’s changing needs and worked effectively with health and social care professionals in the best interests of those they supported. Staff identified concerns promptly and took appropriate action to ensure people received timely intervention. A relative told us, “They are responsive to any issues which they observe. For instance, they suggested that we get a proper, more suitable mattress when she developed her first bed sore which, once the district nurse had been engaged, the problem was solved.”

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

People were provided with information about the service, including how to make a complaint, whenever they requested it. The provider ensured this information could be made available in different formats to meet people’s individual communication needs. This included adapting written materials or offering verbal explanations where required.

People’s communication needs were clearly recorded in their care plans, detailing how they preferred to receive information and how staff should communicate with them. This supported staff to deliver care in a way that was inclusive, respectful and tailored to each person’s abilities and preferences. Staff understood the importance of adapting their communication style to ensure people were fully involved in decisions about their care.

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.

One formal complaint had been received by the provider, and this had been fully addressed. People told us they knew how to raise a concern or make a complaint. The provider used the complaint as a learning opportunity, resulting in additional management oversight and reflective discussions with staff to improve practice. People and their relatives told us the provider was consistently responsive to their needs, whether through the carers or the management and office team.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff were aware of the potential discrimination people could face and had received training in equality and diversity. This supported their understanding of how to recognise and challenge discriminatory attitudes or behaviours. Staff told us they were confident in promoting fairness, dignity and respect in their day‑to‑day practice.

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.

The provider respected people’s preferences regarding the gender of staff supporting them. A relative told us their family member required two staff for support and that this was arranged in line with their wishes, with either two female staff or a male and female staff member, and the female staff member undertaking personal care.

People confirmed they were supported in line with their preferences and that staff listened to how they wished their personal care and support to be delivered.

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.

Nobody being supported by the provider was receiving end‑of‑life care at the time of the inspection; however, staff had received training in this area. This meant care could be planned sensitively with the person and their family should end‑of‑life support be required.

Care and support were planned with a focus on maintaining and, where possible, improving people’s independence. Staff told us, the care provided is person-centred as they follow the care plan and listen to people’s needs and wishes.