2M Health & Home Care Services Ltd

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.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People were positive about the care staff that supported them. They told us they felt listened to and respected. A person said, “I get on well with the carers, I know them, and the care is good.” A relative also told us, “The care is very good, and [person] is safe because we get the same ones [carers], they announce themselves when they come in, talk to her, they have a laugh and none of them are nasty.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. People’s care records were individualised and included information about their personal histories. People told us they were treated well by care staff. Staff told us they encouraged people to participate in daily living activities as well as making their own choices, such as how they wanted to spend their time, choosing what they wanted to wear and what they wanted to eat.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People received care and support from care staff that was personalised and responsive to their individual needs. One person told us, “We get the same list of carers, which is nice as [person] is used to them. [Staff are] very knowledgeable as they do a full body wash and use a `Mo Lift` [mobility equipment] well.” Another relative said, “[Person] really looks forward to one of them coming as they take him out.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People and relatives told us care staff were responsive and attentive to people’s needs. A relative told us,“The carer spotted a mark on [person] last week and told us and also told the district nurse. This was good of them. Also, I suggested pillows to be put on the side of [person’s] bed. This was done immediately. [Person] gets 2 carers and knows them all.”

Staff told us they knew people well. People mostly received care from the same team of care staff. Daily care records were reviewed by management to check that staff provided care in a person-centred way.

The provider supported care workers with their wellbeing. Staff were encouraged to speak up and raise concerns openly. Staff told us they were happy working at the service and felt they had opportunities to learn and develop. One staff member said, “The office takes things seriously and takes care.” Another staff member told us, “They are flexible and listen to everyone.” The registered manager told us the provider “gives staff a lot of support to stay well and for their own well-being.”