Matn 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

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.

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.

Staff told us they valued peoples feedback as it assisted them to make adjustment to the care they provided, which meant care what the person needed and wanted. One staff member said, “People must be involved as fully as possible in planning their own care. Care plans must be clearly written with clear goals and should provide opportunities for the person to be as independent as possible. Review dates should be built into the process, so that changes and adjustments to the plans can be made if need be.” Staff promoted independence and wellbeing which enabled people to make the right choices. Staff told us that the morale in the team was good, and they felt valued and well supported. This positive culture impacted positively on the care people received.

People consistently received person centred care and support. The told us they were involved in all planning and decisions about their care which meant they were at the centre of their care and treatment choices.

We did not receive any specific feedback from partners. We saw some positive examples where the provider had worked in partnership with partners ensuring continuity of care and support.

People were in control of the planning of their care. They had care that was coordinated and Matn Limited worked well with other partners, for example, health professionals.

Where people needs changed the provider has systems in place to record the changes which were then communicated to the staff team. This enabled the staff to be up to date in relation to people’s changing needs and continuity of care could be provided.

Systems and processes were in place to ensure information was accurately recorded and shared with staff. The provider used an electronic care planning systems which alerted staff to changes and enabled the provider to have up to date access to daily records which they could audit where necessary to give themselves assurances that people were receiving continuity of care.

People had access to accurate and up to date information which was available to them in ways they understood. Information was given to people when they first started using the service, so they were aware of their rights and choices.

Written information was available in line with the accessible information standard. The provider was able to produce documents in different formats where there was a need, for example, to explain care contracts and charges.

Staff gave us examples of how they tailored communication to meet peoples unique and diverse needs. The registered manager said, “We understand each person is unique. We support people who are blind, deaf and people whose first language is not English. We use simpler language to communicate with them. We have previously asked health professionals to call when staff are there so they can assist the person to have better communication with professionals by translating what is said in easier to understand ways.”

The provider had a detailed complaints policy and procedure in place and were aware of how to effectively handle complaints should they arise.

People told us they knew how to give feedback on their care and were aware of the complaints policy. Relatives told us they felt confident complaints or niggles would be addressed appropriately by the provider. For examples, one relative said, “I have met the manager and would call if there were ever any issues.” Another relative said, “I have not had to make a formal complaint, but they [the provider] take constructive feedback really well and action where possible.”

Staff gave examples of how the effectively listened and gathered feedback from people. One staff member said, “Staff are encouraged to approach conversations with people with empathy, sensitivity and professionalism. Techniques such as active listening, using open ended questions and providing a supportive environment can help individuals express their preferences and concerns.

The provider has policies and procedures in place which gave staff information about their rights to reasonable adjustments in line with the Equality Act. The provider had information available to protected characteristics and were aware of how discrimination would impact on a person.

Staff and leaders were aware and alert to discrimination and equality that could disadvantage people from different groups accessing care. They supported people from different cultural and backgrounds and did not discriminate against them. The registered manager told us how they tailored their care to meet people’s specific needs. For example, they provided staff of the same sex which respected cultural needs.

People received support, which was accessible, timely and in line with their diverse needs.

We did not receive any specific feedback from partners. We saw some positive examples where the provider had worked in partnership with partners.

People were aware of their rights and felt empowered by the provider. All feedback from people and relatives was positive and no one felt they were not treated equally.

The provider had policies and procedures in place relating to equality and diversity. Staff had received training in equality and diversity. The provider had good knowledge and understanding of equality, diversity and inclusion and told us they followed a Human Rights approach.

Staff respected and appreciated people's backgrounds and cultural values, fostering a positive, welcoming and inclusive culture. One staff said, “We respect all of our client’s culture and religions.” The provider was aware of respecting a diverse staff team and made adjustments to support staff experience positive outcomes. For example, attending church services.

The provider told us they had provided end of life care on a few occasions, and they currently supported people who were receiving palliative care. They said, “I am a champion for loss bereavement. We reassure people and we check that family are prepared for the end as they tend not to talk. We ask at assessment if there are end of life plans. We work with Macmillan nurses, and we share information about relatives worries, so they can have tailored support. Clients sometimes wish to die in their own homes, and we try to facilitate this. We are skilled at respecting the dynamics of changes to people's needs. Staff understand the changes to people at end of life.” Staff were aware of the impact providing end of life care could have on people as well as their relatives. One staff said, “We have had training in loss and bereavement, and we understand when people lose a loved one, they may need others around them to support them too.”

People were supported to make informed choices about their care, and this was recorded in personalised care plans.

Care plans contained detailed information about peoples end of life needs and wishes. Staff had received training which supported them to provide end of life support to people and their loved ones.