2M Health & Home Care Services Ltd

The service was registered to support people with a learning disability. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. At the time of the assessment, the service was not supporting any autistic people or people with a learning disability, but the provider had regard to ‘Right support, right care, right culture’.

The provider was previously in breach of the legal regulation in relation to safe care and treatment, medicines and good governance. Improvements were found at this assessment, and the provider was no longer in breach of these regulations. However, during this assessment we identified a breach of regulation in relation to staffing. We found concerns relating to staff deployment and skills. The provider did not always ensure people received care from consistent staff, and several people told us staff were late, did not always stay for the duration of the call and new staff were not confident in using transfer equipment, which caused anxiety for people.

Staff were recruited safely and received training relevant to their roles. Staff followed the provider’s processes in the event of accidents, incidents and near misses to ensure lessons were learnt. Care plans included detailed information and guidance to inform staff how to mitigate risks and protect people from the risk of harm. Most people were happy with the support they received to take their medicines, though some relatives felt staff needed to be more responsive in their support. Staff followed robust procedures to protect people from the risk of infection. Quality monitoring systems had been improved but required strengthening to ensure shortfalls would be identified and addressed promptly. The provider had developed a robust action plan to improve the service. Systems were in place for people to raise concerns or complaints, although some people did not always feel listened too.

We have asked the provider to submit an action plan to assure us required improvements will be made.