TLC Community Services Limited

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 service met people’s needs.

At our last inspection we rated this key question good. The rating for this key question 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.

Staff at the service made sure people were at the centre of their care and treatment choices. Staff decided, in partnership with people, how to respond to any relevant changes in people’s needs. People’s care records included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain. A relative commented, “When staff have attended to [Name]’s personal care, they sit and have a chat with them. [Name] is treated like a human being.”

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Care staff received information about people before they started providing care and support for them to understand people’s individual health and care needs. A staff member commented, “We always get a full briefing of what is required when attending a new client, what tasks are to be done, any medical issues that may affect the way that they communicate or if they may not understand.”

Staff supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was aware of the Accessible Information Standard. They told us information could be made available in different formats. People were supported to express their views so that staff understood their preferences, wishes and choices, including where people may not communicate well verbally.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. A relative commented, “I rang with an issue, I can count any issues we have had on 1 hand, and it was dealt with straight away.” The provider had a system in place to seek feedback from people and their loved ones.

Staff at the service made sure that people could access the care, support and treatment they needed when they needed it. A professional commented, “Carers make appropriate referrals. They follow advice and feedback. They appear well trained, are on time for visits, and are cheerful and polite.” A staff member told us, “Communication is effective ensuring people's changing needs are met, any issues are reported to the office,or if the office is closed, to the on-call person who will assess what is required and take steps to ensure the issue is sorted as soon as possible.” Systems were in place to help ensure people and staff received support in the event of an emergency. An on-call service was available when the office was closed. A relative commented, “The phone is always answered, and staff get things sorted very quickly.”

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People and their relatives did not report any concerns in relation to any experience of discrimination and inequality from the service. They told us they were confident to speak with staff and the leadership team about things which mattered to them and impacted on their health and well-being. Staff worked to ensure reasonable adjustments were in place for everyone, so people did not experience discrimination because of their disability and needs.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.