Triple M Healthcare Ltd

On this page

• 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.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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.

Triple M Healthcare ensured care was person-centred and tailored to individual needs. People told us they received care that reflected their preferences and routines. Care plans included personalised details such as daily routines, likes and dislikes, and health needs. Care staff confirmed they used care plans and family input to understand what mattered to people. A family member told us, “They cook the things he likes.”

Staff respected people’s choices, for example adapting care when someone declined a shower by offering an alternative. Records showed consent was sought before tasks and when care was declined this was documented.

Care was consistent and well-coordinated, promoting continuity and safety. People and family members told us they had regular care staff who arrived on time and stayed for the full visit. Staff rotas, visit records and family members confirmed this. A family member told us, “Mum has two to three regular carers. Because she has dementia, recognising them really helps.” Another said, “There are regular carers, which means the care is consistent and they can build a rapport.”

Health and social care professionals told us the registered manager worked collaboratively and responded promptly to advice.

The provider gave people and family members the information they needed in an accessible way. People and family members knew how to raise concerns and were given details of the complaints process. Care staff confirmed they explained care tasks and sought consent before carrying them out. Care records included communication needs and preferences, and staff used methods such as pictures or sign language where required. A family member said they were kept informed about changes, for example when hospital appointments were arranged or care plans updated. They said, “They [managers] contact us regularly for changes, reviews and feedback.”

People and family members were listened to and involved in decisions about care. Feedback from people and family members showed they felt able to raise issues and that managers or care staff responded promptly. For example, one family member told us, “We get involved in everything — fully involved.”

Staff confirmed they encouraged people to make choices about meals, routines, and activities, and respected their decisions even when they declined support.

Triple M Healthcare promoted fair access to care and support. Assessments considered people’s individual needs, including cultural preferences and health conditions. Staff were trained in equality and diversity and understood how to access specialist equipment or advice when required. No concerns about discrimination were raised by external professionals, people or family members. A family member told us, “They [care staff] understand my relatives’ culture.”

People experienced care that upheld their rights and delivered positive outcomes. Feedback from people, family members, and health and social care professionals was consistently positive. People said care staff treated them with dignity and respect and supported independence wherever possible. Care plans reflected best practice and included actions to manage risks such as falls, pressure areas, and medication. Staff confirmed they followed these plans and escalated concerns promptly.

The registered manager supported people to plan for future needs, including end-of-life care where appropriate. Care plans noted any limits on treatment and includedemergency protocols. Staff understood how to respond to emergencies and had training in relevant procedures.