Your TL Homecare

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

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

People were treated with kindness and dignity. People and their relatives described staff as caring, respectful and supportive in their approach. Staff took time to get to know people well, including their preferences, routines, and what was important to them. This helped staff provide personalised care that reflected people's wishes and individual needs.

Positive and trusting relationships had been developed between people and staff. People told us they felt comfortable with staff and valued the support they received. Staff respected people's privacy, promoted their independence and provided support in a way that maintained their dignity.

One person we spoke with said, “I sat and listened to one of the carers speaking to my (family member) when they had become very anxious. It was brilliant the way the carer spoke with my (family member) in a calm and compassionate way.”

People were treated as individuals and received care and support that reflected their individual needs, preferences and backgrounds.

Staff were provided with guidance to help them deliver care that reflected people's individual needs, preferences and wishes. Person centred approaches were embedded throughout care planning, policies and service documentation. Regular audits helped ensure care records remained personalised and accurately reflected people's current circumstances.

The provider told us some staff had learnt basic Punjabi phrases, enabling them to engage with people they supported and build trusting relationships.

The provider's values and person-centred approach encouraged staff to support people's rights, preferences and independence wherever possible.

Policies promoted independence, inclusion and choice. People were supported to make decisions about their care and support, and information was provided regarding how to raise concerns or make complaints.

Staff understood the importance of respecting people's rights and supporting them to remain as independent as possible. This helped ensure people's choices were recognised and their preferences were considered when planning and delivering care

People told us they had choice and control over aspects of their daily lives and care. They said staff listened to their preferences and supported them to make decisions wherever possible. One person told us, “(Family member) can’t do much for themselves, but the carers encourage them to do small things, such as cleaning their own teeth to try and keep (family member) as independent as they can be in the circumstances.”

The provider 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.

Systems were in place to ensure people received timely support when their needs changed. Staff had access to out of hours arrangements, on call support and escalation procedures.

The provider utilised an electronic care planning system which allowed access to staff, people and relatives with authorisation. The staff told us the care plans and risk assessments were very detailed and reflected individual’s needs. The electronic system in place enabled alerts to be made to staff advising them of any changes made to care plans or concerns relating to people they supported.

Records showed concerns relating to people's health and wellbeing were reported promptly and appropriate action was taken. One person said, “The carers are absolutely lovely with (family member) and they keep a check on (family members) skin. If they identify change or deterioration, they inform us and ask permission to contact the GP for advice and prescribed medication.”

The provider cared about and promoted the wellbeing of their staff and supported staff to deliver person-centred care.

Staff told us they felt supported by the registered manager, management team and colleagues. They said they could raise concerns, share feedback and discuss ideas for improvement openly and felt listened to.

Feedback from staff reflected a positive and inclusive culture. Staff described supportive working relationships with managers and colleagues, and said they felt valued in their roles. This helped create a sense of belonging and encouraged staff to contribute to the ongoing development and improvement of the service. One staff member said, “The registered manager and management team are very approachable. The registered manager is always there to listen and provide support. I feel confident that any concerns I raised will be listened to and escalated to seek external support and guidance if necessary.” Another staff member told us, “The registered manager genuinely cares and focusses first on people and staff, and not business matters.”