Maximus Support Services Ltd

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• 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.

This is the first assessment for this service. This key question has been rated outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 89 (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 was exceptional at making sure people were at the centre of their care and support, with services tailored flexibly around people’s changing needs, preferences and circumstances. Staff adapted their approach in partnership with people, ensuring support reflected how people felt on the day rather than following fixed routines. This helped people feel listened to, respected and in control of their lives.

Professionals consistently highlighted the provider’s ability to deliver bespoke, person‑centred support, particularly for people with complex histories or previous placement breakdowns. This approach enabled people to settle, regain confidence and experience improved quality of life, demonstrating a level of person‑centred care that exceeded expected standards. One social care professional described how the service had supported two people moving from children to adult services. They told us, “From a commissioning perspective, it is not common to see a provider respond, particularly at short notice and with this level of commitment. For me, this reflects a service that is responsive, well led, and genuinely focused on doing the right thing for the people it supports”.

People and families described care that was responsive and personalised. One family member explained that staff encouraged independence “but are not forceful,” adjusting support based on how their relative was feeling. During visits, people were observed directing their own activities, changing plans and expressing preferences, with staff responding positively and respectfully.

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. The provider understood people’s health and care needs and worked effectively with others to ensure continuity of care. Families and professionals described good consistency of staffing, which was particularly important for people with significant support needs or histories of placement breakdown. People were supported by staff they knew well, helping to reduce anxiety and promote stable relationships.

The service worked closely with external professionals during transitions, changes in need and periods of increased risk. Managers and care coordinators maintained regular oversight to ensure care arrangements remained appropriate and responsive. This helped people experience joined‑up, reliable care that met their needs over time.

The provider supplied appropriate, accurate and up‑to‑date information in ways that supported people, families and professionals to remain informed and involved. Communication was described as clear and timely, with professionals reporting that updates were shared promptly to support collaborative working and continuity of care.

People and families told us they knew who to contact if they needed information or had questions and felt confident approaching staff or managers. Information sharing supported effective decision‑making and helped people feel reassured and involved in their care. Care plans clearly set out people’s preferred methods of communication, and information was provided in formats suited to each individual’s needs, including verbal explanation, written information and visual or easy‑read formats where appropriate, helping people and those important to them understand and engage with care decisions.

The provider was exceptional at enabling people and those important to them to share their views, raise concerns and influence how care was delivered. Staff always involved people in decisions about their care and told them what had changed as a result. People, families and staff consistently described a culture where feedback was welcomed, listened to and acted upon promptly. People felt confident approaching staff and managers, knowing concerns or questions would be taken seriously and addressed. People and relatives also told us they felt listened to and involved in decisions about care. One person told us they could tell staff what they wanted and would speak up if they were unhappy. Family members described having strong relationships with the registered manager and said concerns were “quickly dealt with,” resulting in reassurance and trust.

External professionals also reported high levels of confidence in the provider’s openness and responsiveness. All external professionals described communication as timely and proactive, with feedback and concerns used constructively to adapt care. This demonstrated a genuinely inclusive approach where people’s voices and the voices of those important to them directly shaped care delivery and improvement.

The provider was exceptional at ensuring people could access care, support and treatment when they needed it, particularly for people with significant emotional and behavioural support needs who may otherwise experience exclusion from services. The service demonstrated a strong willingness to respond to urgent referrals, crisis situations and placement breakdowns, working creatively with partners to prevent hospital admissions and out‑of‑area placements.

External health and commissioning professionals provided particularly strong feedback about the service’s responsiveness. One professional told us the provider demonstrated an “exemplary level of responsiveness,” making immediate contact following referrals, completing assessments within tight timeframes and prioritising people’s best interests over service convenience. This responsiveness enabled timely support during periods of crisis and vulnerability.

Professionals and families consistently described the provider as reliable, proactive and solution‑focused, highlighting that the provider was often approached where other services could not meet people’s multiple needs. This ensured equitable access to personalised support and positive outcomes for people who might otherwise not receive appropriate care.

Staff and leaders listened to people and those important to them to understand individual circumstances and experiences, ensuring care was delivered fairly and respectfully. There was no evidence that people experienced unequal or discriminatory care, and feedback from families and professionals consistently described people being treated with dignity regardless of complexity or background.

People experienced a high level of compassion, responsiveness and involvement in decisions about their care. Staff demonstrated awareness of individual communication needs and preferences, supporting equitable experiences and positive outcomes across the service.

People were supported to access their local communities in ways that met their individual needs, including use of a service pool car and support to use local public transport and community facilities, helping ensure people experienced equal opportunities for social inclusion and meaningful activity regardless of complexity or mobility needs.

The provider was exceptional at supporting people to plan for their future in ways that reflected their aspirations, abilities and personal goals. Staff worked closely with people to identify meaningful outcomes, starting with achievable steps and building confidence toward longer‑term ambitions. Planning was flexible and responsive, allowing goals to evolve as people developed new skills and interests.

People were supported to work towards goals that mattered to them, including meaningful occupation and employment. For example, one person was supported to secure a part‑time job in a supportive environment, which helped them build confidence, routine and independence while working towards longer‑term aspirations. This support was adapted over time as the person’s abilities and ambitions developed, demonstrating thoughtful, person‑led progression rather than fixed care pathways

Professionals and families described the service as proactive in looking ahead and supporting people to take positive steps forward, particularly following periods of instability or restricted living. They reported that employment and activity goals were person‑led and reflected individual strengths, interests and aspirations, supporting progression towards longer‑term independence.

This forward‑focused approach enabled people to develop skills, purpose and independence, supporting meaningful futures shaped by their own choices.