2M Health & Home Care Services Ltd

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.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Some care plans were very detailed in relation to most areas of people’s care and support needs. However, some care plans contained incorrect details or contradictory information. This placed people at risk of not having their needs met. We fed this back to the provider who told us they would make improvements to care plans. The registered manager told us, “It is our duty to ensure that care plans are up to date and reflect physical, mental, emotional and social needs of the people that we care.”

People and relatives told us the care and support met theirs and their loved ones needs. One relative said, “We get the same 6/7 carer`s who know what they are doing, they talk to her, and they are in a good routine.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People who had regular staff supporting them were happy with the care they received. Most people told us the same staff supported them most of the time. This helped ensure good continuity of care and helped staff build positive relationships with the people they supported. One relative told us, “We get regular carers and if 1 is training, 3 carers come. I think that they call it `shadowing`.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was given to people when they first started using the service. Some people told us the information from the service was shared with their family members. However, 1 relative said, “Sometimes I don’t get the rota, which is annoying as I like to know who is coming.” Staff were trained to understand the importance of communication and maintaining confidentiality. The registered manager told us, “2M Health and Home Care Services can ensure accessible information standards are put into practice, promoting inclusivity and equal access to information.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. There was a complaints procedure in place. People and relatives were aware of the procedure and said they would raise concerns if needed. One person told us, “Never any complaints, but I have 2 numbers to ring if I did have any.” Another person said, “They [staff] are good at sorting any issues. It is very good management.” Surveys for staff and people were sent out; the responses were looked at by the provider and analysed for themes and trends.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager told us, “We have arrangements in place to ensure care is always available and staff have access to support for emergencies when out of hours.”

Feedback from an external health and social care professionals indicated that people were supported to access the care and support they needed. No concerns were raised in relation to this.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Procedures regarding equality and diversity were in place. Staff had completed training to understand how to meet people's diverse needs. Staff were complimentary about working at the agency and said they felt valued by their colleagues and management. Staff were clear about their roles and responsibilities. The registered manager told us, “[We] fully understand the barriers people face, and we work very hard to address them. These barriers are physical, socio-cultural, psychological and systematic barriers. By working together to address these barriers, we can create a more inclusive and equitable society.”

The registered manager confirmed that at the time of the assessment no one was being supported with end-of-life care or in receipt of palliative care. The registered manager expressed a commitment to ensuring such care and support would be personalised. They told us, “By approaching these conversations with empathy, sensitivity, and effective communication, you can help individuals express their end-of-life wishes and ensure that their preferences are respected.” Staff had received training on how to support people at the end of their life.