- Homecare service
2M Health & Home Care Services Ltd
Assessment report published 15 May 2026
Contents
Ratings
Our view of the service
Date of Assessment: 24 – 31 March 2026. We undertook this inspection to follow up on enforcement action we took at our last inspection. 2M Health and Home Care Services Ltd provides care and support to people living in their own home. The service provided care and support for adults with physical disabilities, sensory impairments, dementia, mental health conditions, learning disabilities and autism. Not everyone who used the service was receiving the regulated activities of personal care. At the time of our inspection, the provider was supporting 20 people with personal care.
The service was registered to support people with a learning disability. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. At the time of the assessment, the service was not supporting any autistic people or people with a learning disability, but the provider had regard to ‘Right support, right care, right culture’.
The provider was previously in breach of the legal regulation in relation to safe care and treatment, medicines and good governance. Improvements were found at this assessment, and the provider was no longer in breach of these regulations. However, during this assessment we identified a breach of regulation in relation to staffing. We found concerns relating to staff deployment and skills. The provider did not always ensure people received care from consistent staff, and several people told us staff were late, did not always stay for the duration of the call and new staff were not confident in using transfer equipment, which caused anxiety for people.
Staff were recruited safely and received training relevant to their roles. Staff followed the provider’s processes in the event of accidents, incidents and near misses to ensure lessons were learnt. Care plans included detailed information and guidance to inform staff how to mitigate risks and protect people from the risk of harm. Most people were happy with the support they received to take their medicines, though some relatives felt staff needed to be more responsive in their support. Staff followed robust procedures to protect people from the risk of infection. Quality monitoring systems had been improved but required strengthening to ensure shortfalls would be identified and addressed promptly. The provider had developed a robust action plan to improve the service. Systems were in place for people to raise concerns or complaints, although some people did not always feel listened too.
We have asked the provider to submit an action plan to assure us required improvements will be made.
People's experience of this service
We spoke with people and relatives by telephone to gather feedback about the care they received. Some people told us staffing required improvement because staff were inconsistent, and they did not always know what time staff would arrive and received care from an inconsistent team of staff. People said late calls disrupted their routines and visit times had the greatest impact on the standard of care. Feedback included, “One of the problems is I used to get regular staff. But lately I get all different ones and I’m not happy about that” and “The night call should be at 7.30pm, but the staff are getting there at 6pm, but nobody says anything” and “When staff are late [Name] has to stay in bed longer than they would prefer.” Despite these concerns, people and relatives felt safe and wanted to stay with the service. They told us, “The staff keep me safe. They do what I want and behave fine and friendly” and “[Name] feels very safe with the staff as they are working for an official organisation and they’re very professional”.