- Homecare service
2M Health & Home Care Services Ltd - Birmingham
Assessment report published 25 August 2026
Contents
Ratings
Our view of the service
About the service
2M Health Home Care Services is a domiciliary care agency providing personal care and support to people living in their own homes. At the time of the assessment, 149 people were in receipt of regulated activity and being supported by the service.
Who the service is for
2M Health Home Care Services provides support to younger adults, older adults, people living with dementia, people with physical disabilities, learning disabilities and people living with sensory impairments.
Key findings
We carried out this assessment on 5th August 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.
Safeguarding systems were in place to safeguard people from the risk of abuse, staff understood their responsibility and were knowledgeable about different types of abuse and how and who they would report concerns to. Staff understood the process of recording accidents and incidents, including escalating concerns to leaders. Incident reports were regularly analysed to identify any themes or trends to improve people’s safety.
Incidents and safety concerns were recorded, and staff understood the importance of reporting and escalating issues. Incident reports were regularly reviewed, enabling learning to be shared and actions taken to improve people’s safety. Audits were completed regularly by leaders, with findings discussed in staff meetings to promote continuous learning and improvement across the service.
We checked and found staff and management worked within the principles of the Mental Capacity Act 2005 (MCA). People were not subject to unlawful or excessive restrictions. They had choice, control and freedom over their lives.
The provider worked with people to identify strategies and equipment that would help them manage risks in a way that supported their independence and lifestyle choices. For example, some people at risk of falls chose to use pendant alarm systems, which enabled them to quickly access assistance if required and gave them confidence to continue living independently in their own homes. We also observed body maps used by staff when applying creams and emulsions, and fire risk assessments were in place for people prescribed paraffin-based products.
People received care and support from a consistent staff team who knew them well. This helped staff to recognise changes in people’s needs and respond promptly and effectively. Staff had received training and ongoing support from leaders to ensure they had the skills, knowledge and competence required to carry out their roles safely and effectively.
Medicines were managed safely, and staff received training in the administration of medicines. The provider used an electronic medication administration system which helped reduce the risk of missed medicines by generating alerts when doses had not been recorded. This supported the oversight of medicines.
People’s needs were assessed before care was provided, and care plans reflected people’s individual requirements, preferences and desired outcomes. Care plans were person centred and gave staff detailed guidance on how to deliver safe and effective support based on people’s assessed needs. A staff member said, “The clients I support have detailed care plans which I find easy to follow and helpful.” Another staff member said, “The care plans are very detailed, for example I go to a client that requires hoisting and all the details I need are found in the care plan.”
Staff demonstrated a good understanding of the people they supported and adapted care to meet individual circumstances and outcomes.
Staff received training, supervision and ongoing support to ensure care was delivered in line with current best practice.
People’s health and wellbeing were monitored, and concerns were escalated to healthcare professionals when required. The service worked towards achieving positive outcomes, supporting people to maintain their health and independence. Leaders used audits and quality assurance processes to evaluate performance and identify opportunities for improvement.
People were supported to remain as independent as possible and were encouraged to make decisions about their care and daily lives. Staff respected people’s choices and preferences and delivered care in a way that promoted choice, control and autonomy.
The culture of the service was open and supportive, with a focus on person-centred care and achieving positive outcomes for people. We received good feedback from staff regarding their experience of working at the service. Staff described feeling supported and spoke positively about working for the organisation, with one staff member saying, “the manager will listen to any concerns and is easy to talk with.” Another staff member told us, “management is respectful, provides helpful feedback and is very approachable.”
There were effective governance and oversight systems in place to monitor the quality and safety of the service. The service had arrangements in place for out-of-hours and on-call support staff could access in the event of emergencies.
People's experience of this service
People and their relatives spoke positively about their experience of the service and the support they received. Feedback indicated people felt safe, respected and well supported by staff who knew them well and understood their individual needs.
People described staff as knowledgeable, reliable and attentive to their needs. One person said, “I feel safe because they know me and the equipment.” Another person told us, “I am absolutely safe.” A relative said, “My relative is safe and she is happy with them.” People described how staff supported them safely with moving and handling, medicines and managing identified risks.
People spoke positively about the kindness, compassion and respect shown by staff. They told us staff treated them and their families with dignity and were considerate when providing personal care. One person said, “They respect me, my wife and our home.” Another person told us, “The carers make me feel comfortable when they change my incontinence pad.” Relatives confirmed staff treated people respectfully, with one saying, “They treat my relative with respect and dignity.”
People valued the positive relationships they had developed with staff and the continuity of care they received. Consistent staffing enabled carers to get to know people well and helped build trusting relationships. One person said, “We now have a good routine. The carers are pretty regular with no surprises.” A relative explained there were “4 or 5 regular staff” and their family member “looks forward to them coming.” Another relative described carers greeting their family member “as an old friend” and having good conversations during visits.
People and relatives told us staff were generally reliable and arrived at agreed times. They also spoke positively about the flexibility of the service when changes were needed. One person said, “The carers are on time and they aren't rushed.” Other people commented that staff and office personnel responded positively when schedules needed to be adjusted.
People described receiving care that met their individual needs and preferences. Staff supported people with personal care, medicines, meal preparation and household tasks while promoting independence wherever possible. One person told us, “The carers take me out into the garden when I ask them.” Another explained how staff supported them to remain comfortable and involved them in decisions about their care, saying, “They always ask for my consent before doing anything.”
People and their relatives said communication with the service was good and concerns were listened to and acted upon. One person told us, “The communication is good. I WhatsApp them or ring the office.” Another said, “They telephone me to ask for my feedback and they are very quick to respond to any concerns I have.” Relatives also described positive communication from the management team and office staff, particularly when there were changes to staff or visit times.