Archived: Triple M Healthcare 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.

This is the first assessment for this service. This key question has been rated 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 and compassion and respected their privacy and dignity. People and family members consistently told us staff were caring and attentive. One person said, “They are lovely, they know I like porridge for breakfast.” A family member told us, “They respect her dignity. They make sure she is covered up.”

Staff demonstrated empathy and had built positive relationships, speaking warmly about people’s preferences and histories. Feedback from people and family members confirmed that care was delivered in a way that promoted comfort and reassurance, with staff taking time to chat and show interest in what mattered to people, such as family and hobbies.

The provider always treated people as individuals and understood what mattered to them. Care plans contained personalised details about people’s histories, preferences, and routines, which staff used to tailor support. People and family members told us they felt recognised and valued, and staff confirmed they worked in ways that respected individual choices. One person said, “They [care staff] know what I like and always ask me before doing anything.”

Staff demonstrated that they understood the importance of individuality and followed care plans to meet specific needs, such as dietary requirements or communication preferences. People and family members confirmed that staff offered choices and adapted care to suit each person’s wishes, promoting independence and dignity.

The provider always supported people to make choices and maintain as much independence and control over their lives as possible. Care plans included clear information about what people could do for themselves and how staff should encourage independence. People told us they were offered choices in their daily routines, such as meal options and preferred times for support. One person said, “They always ask me what I want to do and help me do things myself.”

Staff confirmed they understood the importance of promoting independence and choice. Observations showed staff gave people time to make decisions and respected their preferences. Where people needed flexibility, such as changing visit times to attend appointments, the registered manager adapted care arrangements promptly.

The provider always responded promptly and flexibly to people’s immediate needs to ensure their safety and comfort. Care arrangements were adapted when people required urgent changes, such as attending hospital appointments or needing longer visits after a fall. The registered manager confirmed that staff could adjust schedules quickly and prioritise emergencies. People and family members told us they felt confident that help would be available when needed. One person said, “If I need extra time or something unexpected happens, they sort it straight away.”

Care staff responses supported this, explaining they contacted the office immediately if a person’s needs changed and were confident that appropriate action would be taken. Records showed examples of extended calls and additional support being arranged promptly.

The provider always considered staff wellbeing and enabled them to deliver high-quality care. Staff told us they felt supported and valued by the registered manager and management team. They described workloads as manageable and confirmed that overtime was optional, not expected. One staff member said, “We are treated fairly, and if we need help, we can speak up and get support.”

The registered manager encouraged open communication and offered regular supervisions and spot checks that included wellbeing discussions. Staff were aware of where to seek additional help if needed and said they had access to training and resources to carry out their roles effectively.