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Teasdale Healthcare Ltd Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 13 June 2017

This inspection took place on 10 and 30 March 2017 and was announced on both days.

Teasdale Healthcare Limited is registered to provide personal care to people over 18 living in their own homes, and provided personal care to 95 people at the time of our inspection.

The service had a registered manager in post. ‘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’s complaints were not responded to in accordance with the company’s own complaints procedures. People were not always confident to complain.

People did not always receive their care visits at the time they needed them. People sometimes received care visits which were late and not as they wished.

People did not always receive kind and caring support. People were not always involved in the planning of their own care and support. Some relatives of people were consulted about care decisions. However, the records did not always show what legal authority they had to represent people's views.

We found quality assurance systems were in place but these were not always effective in identifying the areas of improvement required in the service. Where some issues and concerns were identified these were not investigated and resolved in a timely way in order to ensure people were receiving the care they required.

People who used the service told us they felt safe. Care staff knew how to recognise and report abuse. The provider had a safe system for recruitment and made sure that required checks were carried out before new staff started work.

People were supported to eat and drink enough to help keep them healthy. Staff understood people's food preferences and acted in accordance with their wishes. People had access to health and social care professionals when required.

We found that although there were systems and processes in place to monitor the quality and safety of the service they had not been working effectively. This was because people's concerns about late and missed calls were not identified and dealt with in a timely manner.

During the inspection we found one breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can see what action we have asked the provider to take at the back of this report.

Inspection areas

Safe

Good

Updated 13 June 2017

The service was safe.

People were supported by staff who understood how to recognise and prevent any unsafe or abusive treatment.

Risks to people's well-being were assessed and steps taken to reduce these.

Effective

Good

Updated 13 June 2017

The service was effective.

People were supported by staff who were well-trained.

People were supported to make choices as to their care and support.

People were supported to eat and drink enough to maintain good health.

Caring

Requires improvement

Updated 13 June 2017

The service was not consistently caring.

People felt some staff were uncaring and rushed. People did not always feel they were treated with dignity.

Other people felt the staff treated them with kindness and respect.

Responsive

Requires improvement

Updated 13 June 2017

The service was not consistently responsive.

People’s complaints were not always dealt with by the provider and registered manager.

People were not always involved in planning their care and support.

Well-led

Requires improvement

Updated 13 June 2017

The service was not consistently well-Led.

Systems in place to monitor the quality and effectiveness of the service did not always identify areas for improvement.

The provider and registered manager had identified areas for improvement. They were developing new processes to improve the service provided.