Matn Limited

People received safe care. Safeguarding procedures were in place and staff were aware of and had received training in safeguarding adults. Staff were knowledgeable of the risks to people’s safety and knew how to support them to minimise risks. Care plans detailed risks to people with plans in place to reduce risks. People felt told us they were safe with the care they were receiving from Matn Limited. People were supported by consistent staff who knew them well. Staff rotas were planned to enable staff to have sufficient time to support people and travel between calls. Staff received regular training to ensure their skills and knowledge were up to date and enable them to provide safe care support.

People’s care and treatment was maximised because the provider assessed and reviewed people's health, care, wellbeing and communication needs with them. The provider worked effectively across teams and services to support people. They made sure people only need to tell their story once by sharing their assessment of needs when they move between different services. People were supported to manage their health and wellbeing so they could maximise their independence, choice and control. People were supported to live healthier lives and to improve care and support outcomes. The registered manager and management team routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent. People are aware of their rights around consent and staff respect these when they deliver person-centred care and treatment.

People received support from care workers with kindness, empathy and compassion and care workers respected people’s privacy and dignity. People were treated as individuals and their care, support and treatment met their needs and preferences. The provider promoted people’s independence, so they know their rights and have choice and control over their own care, treatment and wellbeing. The provider listened to and understood people’s needs, views and wishes. The provider cared about and promoted the wellbeing of their staff, and they supported and enabled them to always deliver person centred care.

People were at the centre of their care and the provider responded to any relevant changes in their needs. The provider understands the diverse health and care needs of people and of the local communities. People’s care was joined-up, flexible and supported choice and continuity. People received accurate and up-to-date information in formats suitable to them. People were able to share feedback and ideas or raise complaints about their care, treatment and support. People were involved with decisions about their care. The provider actively gathered and listened to information about people who are most likely to experience inequality in experience or outcomes. 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.

The provider actively contributes to safe, effective practice and have developed systems and processes to strengthen quality monitoring in the service since the last inspection. The provider was actively highlighting where improvements were needed and implementing them. For example, the management team had identified an issue with technology which was not as robust as they needed and were in the process of switching technology services to strengthen this. The provider had a shared vision, strategy and culture which staff were aware of. Care workers told us they were confident in managers and said they were listened to.