Your TL Homecare

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question good. At this assessment the rating has remained good: This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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.

The provider had systems to assess, review and monitor people's needs. Care plan audits confirmed records remained up to date, reflected current needs and contained the information required to support safe care.

The provider ensured people's care and support was effective through comprehensive assessments of their health, wellbeing, care and communication needs. Assessments considered people's physical health, mental health, social circumstances and preferred ways of communicating. The information gathered from people and their families during the assessment process, was used to develop personalised care and support plans. This helped staff provide consistent, person-centred support delivered in a way that met people’s needs.

Staff understood people's needs and used the provider's electronic communication systems to record, monitor and escalate concerns or changes in people's health and wellbeing. This helped ensure appropriate action was taken in a timely way and that information was shared effectively between staff.

Reviews of people's care and support were completed regularly to help ensure care remained effective and continued to meet their needs. Care plans were updated when required to reflect changes in people's circumstances, health or outcomes.

Staff worked closely with healthcare professionals when people's needs changed or when additional support was needed. This helped ensure people received appropriate care and treatment. Feedback received from an Occupational Therapist (OT) was positive and demonstrated effective assessment, planning and communication to support safe and coordinated hospital discharges.

One person told us, “Every quarter, or as (family member) needs change, the registered manager visits to go through the care plan with us.” Another person said, “The registered manager will contact us and will either pop in or speak to me on the telephone to conduct a review of (family members) care. If we have any questions, she will answer them and always asks how things are going for us.”

The provider planned and delivered people's care and treatment in partnership with them, taking account of what was important to them and their individual preferences. Care and support were provided in line with current legislation, national standards and recognised good practice guidance.

Staff and leaders understood the policies, procedures, legislation, values and guidance relevant to the service. Systems were in place to help staff keep their knowledge up to date and apply learning in practice. Staff received training appropriate to their roles, helping to ensure people received safe care.

People were involved in discussions about their care and support. This helped ensure care was planned and delivered in a way that reflected their choices and preferences.

People's nutritional and hydration needs were assessed and monitored. Staff supported people to have enough to eat and drink and to manage any identified risks.

One person told us,” (Family member) has to be fed, which the staff do in a respectful way. They are aware of the need for a soft diet due to (family member) having no teeth.”

There was evidence of effective communication and partnership working. Policies promoted partnership working with district nurses, local authorities and other health and social care professionals.

Staff had access to on call arrangements, care records and digital systems to support continuity of care. Records demonstrated referrals being made appropriately to a range of health and community professionals.

Positive feedback from an Occupational Therapist (OT) demonstrated partnership working to enable safe discharges from hospital and respite services.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Care records, risk assessments and communication systems supported staff to recognise and respond to changing health needs. Staff responded appropriately when changes in people's health needs were identified. Records showed concerns were promptly escalated to relevant health professionals and advice acted upon.

The provider routinely monitored people's care and treatment to help drive continuous improvement and ensure support remained effective. They ensured that outcomes were positive and consistent, and that they met the expectations of people themselves.

The provider regularly sought feedback from people, relatives and professionals and used this information to monitor and improve the quality of care provided. Feedback was discussed through governance processes and team meetings to identify learning and opportunities for improvement. People and relatives told us they felt able to share their views and raise feedback with the registered manager.

The provider told people about their rights in relation to consent and respected these when delivering person centred care and support.

Policies promoted person centred care and recognised people's rights to make decisions about their care and treatment. Staff completed Mental Capacity Act training and used this knowledge to support people with decision making.

Care planning processes ensured consent and relevant documentation such as Lasting Power of Attorney (LPA), were maintained within people's records.

Staff recognised when people may have fluctuating capacity and made every effort to support them to participate in decisions at times when they were able to do so. We were told how some staff had learnt key phrases in a person’s first language helping people understand decisions affecting their care and support.