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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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. Family members consistently told us staff were caring and attentive. One family member said, “These people [care staff], they care. They understand my relative.” Another family member told us, “All the staff are full of life when they are there and friendly.”

Staff demonstrated empathy and had built positive relationships, speaking warmly about people’s preferences and histories. Feedback from 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. Family members told us people were valued as individuals and confirmed that staff offered choices and adapted care to suit each person’s wishes, promoting independence and dignity. One family member said, “They [care staff] understand his culture, care for him, what he likes.” Another told us, “They [care staff] involve them in everything; they are happy with them.”

Staff demonstrated that they understood the importance of individuality and followed care plans to meet specific needs, such as dietary requirements or communication preferences.

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. Family members told us people were offered choices in their daily routines, such as meal options and preferred times for support. For example, we were told, “They [care staff] are kind and caring. They give choices and involve them in everything.”

Staff confirmed they understood the importance of promoting independence and choice. A staff member told us, “Putting the client first in their care, ensuring they are a part of it.”

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. For example, they described managers and staff as highly responsive following hospital discharges.

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, “It’s a good place to work and I have never had an issue with them [managers].”

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.