Tania Brown 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 provider met people’s needs.

At our last assessment we rated this key question outstanding. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider was exceptional at making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Professionals who worked closely with the service provided highly positive feedback, about the impact they had on people’s lives. One professional told us, “Tania Brown Limited (TBL) provide an extremely valuable and efficient service. They play a vital role in the lives of the clients they support, and I have found them to be reliable, responsive, and consistently focused on what is best for the client. TBL communicate openly and honestly, even in complex and sensitive situations.Having worked with TBL over several years, I have confidence in the quality of their service and the valuable input their provide to clients.”

Case studies reviewed during the assessment process supported this feedback. For one person, the case manager had been instrumental in identifying the health and social care needs of a person who was acutely unwell and not receiving the correct support. A deputy was involved; however, limited funds were available to introduce ongoing therapy and care. However, the case manager was persistent and advised the deputy that without the level of intervention required, this person would struggle to live a fulfilling and safe quality of life. The case manager worked tirelessly to improve this person’s quality of life, all whilst ensuring the person remained at the centre of their care. Within a few months, there were noticeable improvements in the person’s presentation, they started to put on weight, underwent a necessary medical procedure and had input from a range of therapists. A new care provider was introduced, who the case manager worked closely with to ensure they had the knowledge and skills to support this person’s clinical needs and ongoing rehabilitation. This person is now thriving; accesses care services daily and is living in a happy and fulfilling environment.

Another person with poor mobility had a goal to be able to walk. To help them achieve this goal, the case manager arranged a manual handling assessment to better understand the person’s level of need and ensure safety. The case manager liaised with various statutory services and therapists, through which they were able to obtain additional hours of care, along with a range of equipment to help the person transfer safely within their home and protect their skin integrity. Equipment sourced included an appropriately fitting wheelchair, a high/low profiling bed with air flow mattress and a cushion for their recliner chair for pressure relief. The case manager was instrumental in the introduction of a directly employed care package, to provide additional support during the day. The case manager sourced a physiotherapist with knowledge and experience of brain injury to work with the person and build up their strength, balance and overall confidence. The physiotherapist also worked closely and trained the carers in safe and appropriate exercises to complete with the person daily. This person continues to progress towards achieving their goal.

Each person receiving regulated activity had a detailed care plan, which was person-centred and provided good evidence of people’s life histories, issues, current level of functioning and support needs.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

A professional told us, “Tania Brown Limited (TBL) work collaboratively not only with us in our role as Deputy, but also with a wider team of professionals involved.This includes supervising support workers and liaising with others such as occupational therapists and neuropsychologists. TBL act as a central coordinating point, ensuring that all professionals are aligned and progressing in a way that meets the client’s needs and manages expectations.”

One person using the service resided in residential care but was unhappy as felt the staff there did not interact with them well and as a result, they felt lonely and isolated. To remedy this, the case manager had recruited a paid companion to spend time with the person and support them to access the community. The person took part in the interview process, asked questions and made the choice about who was recruited.

We asked support workers how they ensured the care they provided met needs, and how they involved the person in their care. One told us, “As I work with children in their family home, initial information about needs and preferences was provided by their parents and the care plans. I built on this through daily interaction and observation, working closely with parents, other carers and therapists to understand communication, routines and preferences, and improving my understanding over time.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

A number of positive examples of the provider meeting people’s communication needs were noted during the assessment. They had sought the use of an interpreter to assist with the assessment of a person for whom English was not their first language.

Key information was available in easy read, accessible formats, which consisted of clear imagery and simple text in a larger font. This included information on safeguarding and raising concerns and the welcome pack, which explained what a case manager is, why people may need one, what to expect from Tania Brown Limited, how to raise a complaint and testimonials from current clients.

Where necessary, goals had been set to support people with their communication needs. A goal for one person focussed on supporting them to develop a method of communication to help them manage their environment and express their needs and wishes. A speech and language therapist had been involved in this work.

We asked case managers and support workers about how they met people’s communication needs. One told us, “My client is visually impaired, so for example, tone and volume of voice is really key when having a conversation. Where appropriate recording of information is discussed with the client, as is where it’s kept, for example a folder in the property or on the laptop etc.” Another stated, “I make sure information is accessible by using simple and clear language, giving people time to process and respond, using visual prompts or gestures where needed, and checking their understanding. If required, I also use communication tools such as pictures and easy-read information.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider had included at least one person in the interview process for new care staff. This allowed them to meet prospective carers, talk about themselves and how they wanted to be supported.

The provider had created a ‘case management booklet’ which explained what case management was and answered frequently asked questions. The content for the booklet had been collated from feedback provided by people and relatives who were or had previously used the service. The intention was for new referrals to be able to get a peers view of the service and find out about what to expect in their own words.The provider told us this document was for clients, written by clients and all feedback whether positive or negative had been included, as they wanted people to know what was both good and bad about having a case manager.

The provider sent out annual satisfaction questionnaires. These contained 8 questions which sought to find out if people were happy with the service provided, happy with their case manager, felt their needs were being met and if they were listened to and supported. People and/or relatives were also asked for feedback on areas for improvement. Completed surveys had been analysed and a ‘you said…we did’ process used to feedback on any neutral or negative scores.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Support workers and case managers explained how they ensured accessibility was considered for the people they supported. One case manager told us, “The people I support use several aids and adaptations. In their home a housing occupational therapist (OT) is usually employed to advise on the house and how to make this accessible for the individual. The OT usually delivers bespoke training for any equipment. Next week I am meeting with an architect and an OT to discuss changes to a client’s kitchen to make this more accessible for them.”

A support worker stated, “My client uses a manual wheelchair. We are trained in manual handling to support with this. I feel the service is accessible as support is fully adapted to meet the person’s needs and ensure they can move around and take part in daily life safely.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Due to the nature of the service and the people who they supported, the provider had vast experience in supporting people likely to experience inequalities, especially due to their disability. The provider worked closely with people and other professionals involved in their care, to try and ensure they could live as normal and fulfilling a life as possible.

One person was keen to meet new people and hopefully start a relationship. The case manager supported them to join an organisation which helped people with disabilities to meet up, form friendships and potentially relationships. Through this, the person attended a few ‘dates’. Although these did not lead to a relationship, they did help the person experience meeting new likeminded people.

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.

Due to the nature of the service, Tania Brown Limited did not routinely provide end of life or palliative care to people. Where people using the service reached this stage of their life, care and support was provided by district nurses, local hospices and care staff, with case managers maintaining a coordination role, to ensure the person’s needs were met. The provider had an end of life champion, who would liaise with case managers to offer support and discuss approaches to end of life care which may be useful, should someone they support reach this stage of their life. No one currently receiving regulated activity was at this stage of their life. However, the provider shared documentation dating back to 2024, when they last supported a person requiring palliative care. These documents showed the person’s needs and wishes had been met.