TLC Community Services Limited

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 service involved people and treated them with compassion, kindness, dignity and respect.

At our last inspection we rated this key question good. At this inspection 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.

Staff at the service treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Professionals’ comments included, “All staff are approachable, friendly and professional in all interactions I have had with them” and “The carers l have worked with from TLC have been amazing.” People and relatives were positive about the caring nature of the organisation and staff. Their comments included, “The staff are lovely and they support me as well. They treat us with humanity”, “Staff are brilliant” and “Staff are absolutely wonderful, a kind and caring team.”

Staff treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. A relative commented, “We changed the care package to fit in with [Name] having some time to themselves. The staff are so helpful and so flexible.” Staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. A relative commented, “[Name] looks forward to staff visiting. They provide company and conversation.”

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s care plans provided guidance. Information was available that detailed the support staff needed to provide and what the person could do themselves to help complete the task and maintain their independence. A person commented, “Staff help me with meals, chopping vegetables and cooking things that they have not done before. They often tell me they have tried the recipe at home later and their family enjoyed the freshly prepared food. They enjoy it and so do I.”

Staff listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People were supported by staff who were familiar to them. This enabled staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress.A staff member commented, “I feel I can give better care to my clients as I know them. It feels more personal for us and the clients.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff provided positive feedback about their experience of working at the service. A staff member commented, “I have been well supported, and my work schedule was adjusted to meet my needs, so I was eased back into work, when I had been off.” Another staff member told us, “I am very well-supported.”