Archived: Triple M Healthcare Ltd

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• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 assessed people’s needs effectively and reviewed care plans regularly to ensure they reflected current health, wellbeing, and communication requirements.Preservice assessments were completed with people and family members, forming the basis of care plans and risk assessments. Reviews occurred at regular intervals or when needs changed. Care plans included detailed medical histories, such as epilepsy and diabetes, and guidance for staff on managing risks like choking and catheter care.

Staff confirmed they understood people’s needs by following care plans and handovers. One staff member said, “I look at the care plan” when learning about new clients. Another added, “I understand people’s needs following the care plans for each client.”

People and family members confirmed care plans were in place and reviewed. For example, a family member told us, “If there are any changes we notify the agency.” Document reviews showed risk assessments were comprehensive and updated six-monthly, covering falls, mobility, and medication risks.

Care and treatment were delivered in line with current legislation and best practice guidance. Care plans reflected evidence-based approaches, including detailed instructions for managing epilepsy, diabetes, and pressure area skin care. Staff demonstrated knowledge of these plans and confirmed training in safeguarding, manual handling, medication, and infection control. One staff member explained, “For diabetic people I have to look in their care plan concerning what food they have to avoid.” Another said, “I have completed epilepsy training.” Daily records showed meals and drinks were provided according to care plans, and topical medication was applied as prescribed.

People and family members confirmed staff followed care plans and respected preferences. For example, a family member said, “The carers encourage [person] to do exercises.” External professionals also reported confidence in staff understanding and implementing guidance during joint visits.

Staff worked collaboratively within the team and with external professionals to ensure continuity and safe care. Staff described effective communication through electronic apps, and briefings. One care staff member said, “We have good communication with no issues.” Another noted, “If there are any changes, they put it on the group chat.” A care coordinator liaised with health professionals, and staff confirmed they shared updates promptly after leave. External professionals told us the registered manager was approachable and responsive, arranging joint visits and adapting care plans as needed. For example, an external professional told us, “I have had a lot of contact with the main office. I have found all their staff are really friendly, approachable and helpful. When giving advice to 2 of their carers, I felt that they understood my suggestions and asked relevant questions to ensure their understanding. Staff handling the calls have always been really helpful.”

People and family members confirmed continuity of care and timely updates. Records showed staff stayed for the full length of calls and maintained consistent rotas, which helped build trust and familiarity.

The provider supported people to maintain independence and make healthy choices.

Care plans included information about medical conditions and actions to promote wellbeing, such as encouraging fluids and exercises. Staff told us they involved people in conversations about health and promoted healthier options. One said, “Yes, we encourage them to do part of their own care if they are able.” Another added, “I speak to them and try to encourage them to have healthier options.” People confirmed care staff respected their choices and supported independence.

Family members reported care staff encouraged mobility and liaised with physiotherapists. For example, “They are seen by the physio and the care staff carry out the exercises suggested.”

The provider monitored care effectively and acted promptly on changes. The management team monitored care through electronic systems, spot checks, and reviews. Care staff said they would call the office if they noticed changes and were confident action would be taken. One staff member explained, “My supervisor will let me know” about changes. Records showed alerts for late visits and medication issues were followed up promptly.

People and family members confirmed changes were communicated and acted upon. For example, “When [person] fell, they [care service] responded quickly, and also checked that [another family member] was ok.”

Consent was consistently sought, and people’s wishes were respected. Staff understood mental capacity responsibilities and confirmed training. At the time of inspection, all people had capacity to consent to their care. Family members gave examples of care staff respecting choices. One told us, “[Person] doesn’t like water and refuses a shower, so they give them a flannel bath.” Another said, “Sometimes they [person] refuse a shave; they [care staff] encourage this but respect his wishes.” People felt in control of their care and care plans documented consent and included guidance for staff.