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Inspection Summary


Overall summary & rating

Good

Updated 3 February 2016

This inspection was announced and took place on 18 December 2015. We gave the provider 48 hours’ notice of our intention to carry out an inspection. This was because the service provides domiciliary care to people in their own home or that of a family member and we needed to make sure someone would be available at the office.

T.L.C Home Care Services is a domiciliary care agency registered to provide personal care and support to people with a range of varied needs including people who live with dementia. At the time of our inspection 55 people received support with personal care.

There was a registered manager in place who is also the registered provider. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People who used the service and their family members told us they felt safe receiving care and support and had no concerns about the care provided. Staff employed by the provider had knowledge of different types of abuse and were aware of the action they would need to take if people were at risk. People told us they were treated with dignity and respect by staff who visited them and that sufficient staff were available.

People had individual care plans and risk assessments in place which were regularly reviewed and updated to reflect people’s changing care and support needs. Medicines were administered by staff who had received training and the records maintained were regularly audited. People were supported as needed with eating and drinking.

Staff had up to date knowledge and training to support people. Staff were aware of the need to consult people before care was provided. People were happy with the way in which staff supported them with their care and were able to make choices and decisions.

Staff told us the registered manager was accessible and approachable and they assured us regular checks were completed to monitor the quality of care provided for people. Staff felt supported by the registered manager and felt listened to and able to raise any issues.

People felt they were able to make comments about the service provided and any complaints would be listened to and action taken.

Inspection areas

Safe

Good

Updated 3 February 2016

The service was safe.

People told us they felt safe while staff were supporting them. People received care and support from staff who knew how to manage risks associated with their care.

Effective

Good

Updated 3 February 2016

The service was effective.

People were supported by staff who had received training and were supported in the work they provided. People’s consent was sought before care and support was provided. People were supported to access healthcare professionals as needed.

Caring

Good

Updated 3 February 2016

The service was caring.

People received support from staff who were kind, caring and aware of their needs. People’s privacy and dignity was respected while care and support was provided.

Responsive

Good

Updated 3 February 2016

The service was responsive.

People were involved in planning their care. People confirmed staff were aware of their needs and provided support to meet these needs. People were confident any concerns or complaints would be listened to and addressed.

Well-led

Good

Updated 3 February 2016

The service was well led.

People benefited from a service which was regularly monitored because the provider had systems in place to check and improve the quality of service provided.