MMT Healthcare Limited

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 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.

People were treated with kindness, compassion and respect. People consistently told us staff were caring, patient and respectful in the way support was provided. Staff took time with people and explained what they were doing, helping people to feel comfortable and reassured.

People and their relatives spoke positively about the relationships they had developed with staff. One person told us, "I couldn't be better looked after." Feedback gathered by the provider described staff as, "Caring angels, all of you." People also told us they had good relationships with staff and felt valued as individuals.

Staff received training in person-centred care and demonstrated an understanding of the importance of protecting people's dignity and respecting their preferences. This was reflected in feedback from people and their families, who told us they were treated with kindness and respect.

People were treated as individuals and received care that reflected their preferences, routines and personal circumstances. Care plans were written in a person-centred manner from the person's perspective, to clearly reflect what mattered to them, how they wished to be supported and their desired outcomes.

Records demonstrated staff considered people's individual needs, preferences and choices when providing care. This included supporting people with their preferred routines, dietary requirements and social wellbeing. Daily records showed staff took time to engage with people, listen to them and provide meaningful interaction alongside practical support.

People told us staff knew them well and understood their preferences. One person told us, "They make my bed exactly the way I like it." Relatives also shared examples of staff recognising important occasions and taking time to make people feel valued.

People were supported to maintain their independence, make choices and have control over their day-to-day lives. Care plans were personalised and provided clear guidance for staff on how people wished to be supported. For example, care records detailed people's preferences regarding daily routines, social activities, personal appearance and how they wished their environment to be arranged.

Staff understood the importance of respecting people's choices and promoting independence. One staff member told us, "I respect their privacy, choices and preferences." Another said, "I maintain confidentiality, and promote their independence wherever possible."

We saw evidence the provider responded to people's preferences when planning and delivering care. Where a person expressed a preference not to be supported by a particular member of staff, arrangements were reviewed, and an alternative care worker was identified to better meet the person's needs and preferences. Staff were also encouraged to identify activities that reflected people's interests and supported greater involvement in their local communities.

Feedback from a health and social care professional highlighted positive outcomes for people using the service, including increased confidence, greater pride in their personal environment and improved independence in daily living skills. This demonstrated people were supported to recognise and build upon their strengths and abilities.

People received timely support when their needs changed or when unexpected situations arose. We saw evidence that staff responded promptly to urgent concerns and worked flexibly to ensure people continued to receive the support they needed. For example, when a person required urgent assistance and emergency services were contacted, arrangements were made to support the person whilst ensuring planned visits to others were maintained.

The provider recognised the importance of continuity of care. Management told us familiar staff were often able to identify subtle changes in people's health, mood or behaviour, enabling concerns to be escalated promptly to relevant healthcare professionals when required. This helped to ensure people received appropriate support at the earliest opportunity.

People told us staff took the time to understand their needs and did not rush their support. One person said, "They talk to me and I never feel rushed."

The provider recognised the importance of staff wellbeing and took steps to support staff in their roles. Staff had access to supervision, team meetings and regular communication with management. Most staff spoke positively about the support they received and described management as approachable.

Management told us they supported staff with both professional and personal challenges where appropriate as part of their approach to staff wellbeing. One staff member told us, "I feel comfortable raising concerns, and I know they will be taken seriously."

Overall, feedback indicated staff felt supported and able to fulfil their roles effectively.