MMT Healthcare 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.

People received personalised care that reflected their individual needs, preferences and circumstances. Staff received training in person-centred care and understood the importance of tailoring support to people's wishes and changing needs. Care plans provided clear guidance on how people wished to be supported and staff updated them when needs changed. Staff told us they regularly reviewed people's wellbeing, adapted support where required and escalated concerns so care plans could be reviewed and updated.

Staff understood the importance of involving people in decisions about their care and respecting their preferences. Staff asked people how they wished to be supported rather than relying solely on routines and adapted their communication to meet individual needs.

People and their relatives told us the service responded quickly when needs changed. One family member told us, "When [name] needed extra help, they sorted it out very quickly." This demonstrated the provider was responsive to changing needs and adjusted support accordingly.

People received coordinated care and support that was designed to meet their assessed needs. Systems were in place to ensure care plans and risk assessments were reviewed and updated when people's needs changed, and staff were informed of relevant changes through the provider's electronic care system.

The provider promoted continuity of care by allocating a regular team of staff to support people wherever possible. New staff completed an induction and shadowing process before providing care independently, helping to ensure people experienced a consistent approach to their care and support.

We saw evidence of effective communication and information sharing between the service, relatives, personal assistants and external professionals to help ensure care remained coordinated and responsive to people's changing needs. Care packages were reviewed when needs changed to ensure people continued to receive support appropriate to their individual circumstances.

Relatives told us staff provided consistent support and understood people's individual needs, particularly during periods when people required additional reassurance or support.

People were provided with information in ways they could understand. Pre-assessment processes captured people's communication needs and preferences, helping to ensure staff were aware of any adjustments required before care commenced.

Staff understood the importance of adapting their communication to meet individual needs. One staff member told us, “I adapt my communication style to suit the person I’m supporting and to help ensure information was understood.”

The provider made reasonable adjustments where required. A family member told us photographs of care staff had been provided to help their family member recognise and become familiar with those supporting them.

People and their families told us staff communicated effectively and supported people to understand information. One relative told us, “They are very good."

People were encouraged to share their views and were involved in decisions about their care and support. Care plans and daily records reflected people's preferences and demonstrated their views were listened to and acted upon. People and their relatives told us they felt comfortable raising concerns and were confident these would be taken seriously.

Staff recognised the importance of listening to people and involving them in their care. One staff member told us, "I always listen to people's preferences and create opportunities for meaningful interactions."

The provider had systems in place to respond to feedback and complaints. We reviewed concerns that had been raised and saw these had been investigated, resolved and used to improve service delivery. Feedback and learning were shared with staff to support continuous improvement.

People were able to access care and support in a way that met their needs. The provider reviewed care packages when needs changed and worked flexibly to ensure support remained appropriate. Staff told us they adapted their support in response to changes in people's circumstances and escalated concerns when additional input or resources were required.

People and their families told us the service was responsive and worked to ensure care remained accessible when needs changed. One person told us, "They always do what's needed."

People experienced positive outcomes because support was tailored to their individual needs and circumstances. The provider gathered feedback from relatives and professionals to understand the impact of care and identify where people had achieved their desired outcomes.

Feedback reviewed during the assessment highlighted positive outcomes for people, including improvements in health, wellbeing, confidence and quality of life. Professional feedback described the provider as working collaboratively with others involved in people's care and being instrumental in helping people achieve positive and meaningful outcomes.

People and their families spoke positively about the support they received. One person told us, "They [staff] are always there for me.”

People were supported to plan for the future and achieve outcomes that were important to them. Care plans reflected people's goals, aspirations and preferences, helping staff to promote independence and support people to develop new skills and confidence.

Feedback reviewed during the assessment showed people were being supported to increase their independence, make informed choices and engage more fully in their local community. Professional feedback highlighted how staff had helped one person build confidence, take greater pride in their home environment and develop skills to make everyday decisions, including managing purchases and accessing local services. One professional commented the person had started to "take pride in himself and his environment and demonstrate his capabilities."

This demonstrated the provider worked with people to identify goals and support them to achieve positive outcomes that enhanced their quality of life.