Mach Care Solutions (Birmingham)

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 very complimentary about the staff and the overall service they received. Specific comments included, “They’re like family, I would be lost without their help and support”, “They’re amazing” and “Nothing is too much trouble for [staff] they always spend time with me even when they have done everything they need to.”

Relatives were equally as positive. One relative said, “They are good at everything. The way they help me with my loved one, there are some things I worry about, but they always manage to raise a smile. They are angels.”

Staff spoke fondly about the people they supported and said they loved their job. They were able to give many examples of how they promoted kindness, compassion and dignity. One staff member said, “We don’t just look after the people we visit. We look after their families too. Sometimes the family member of the person I go to needs a break, so I make them a cup of tea and sit with them for a while.”

The registered manager told us all staff always showed kindness and compassion whilst supporting people, even when things got difficult staff have stayed because they really care and are loyal to the people we look after. They said they were very proud of the staff team as they always put the person at the forefront of everything they did.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People told us they were pleased to be supported by a small team of regular staff. Specific comments included “It’s good, as I know them and they know how I like things done.”

Relatives were complimentary about the flexibility of the service and how it met their family member’s individual needs.

Specific comments included, “They really listen, when I need more help on bad days, they just do it. My family are happy that I am safe and looked after” and “I feel like I have got some of my life back too, I know when the carers are here, I can go out and have a break I am then refreshed to go again.”

Staff clearly knew people’s individual needs and preferences. They said they wanted to improve people’s quality of life and felt proud that they made a difference.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People and their relatives told us independence was promoted. Specific comments included, “They do things with me not for me and give me the time to do them.”

Staff told us they always encouraged people to remain as independent as possible and be involved in their care. This included encouraging the person to do as much for themselves as possible but being mindful that on certain days people’s abilities may be different. Staff told us they always gave people choices such as what to eat and drink, and what to wear.

Care planning contained detailed information about what was important to the person and how independence could be promoted. This included how someone wanted to be supported.

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 their relatives told us the service was very responsive and that they received a reliable service which met their needs. They said staff always arrived on time and knew them well. This meant there was no anxiety about their support being missed or being supported by unfamiliar faces.

The registered manager told us the reliability, consistency and flexibility of the service was important to them. They said they always considered which staff member would be best suited to support a person. They then gained feedback from the person and made any changes required. The registered manager told us about the importance of a good relationship between the person and the staff member which had to be positive for it to work and develop.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff were complimentary about the registered manager. They said they were well supported and person-centred care was always enabled. Staff received regular training and what they had learnt was discussed at staff meetings and in their supervisions. They said they were always provided with training before supporting a person with specialist needs. Training was both classroom and electronic.

We saw evidence where staff who needed additional support where English may not be their first language or support with adapting to unfamiliar cultures, that the registered manager had provided additional support and regular check ins with staff.

The registered manager told us they were lucky to have such a dedicated staff team. They said they all worked hard and were committed to their role. The registered manager told us they provided formal and informal support and were responsive to personal circumstances.