Your TL Homecare

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

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment the rating changed to 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.

The provider promoted a person-centred approach which encouraged people to be involved in planning and reviewing their care. Daily notes reflected peoples care was delivered in a way that respected individual wishes, preferences and goals.

The providers care plans, reviews, audits and quality monitoring processes ensured care remained responsive to people's changing needs.

Feedback indicated people were satisfied with the care. One person said, “We have just had a review, and the registered manager is going to do the update of the care plan. I do feel the registered manager listens very well and takes on board anything that we say but there is never really anything to complain about.”

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.

Care plans reflected individual preferences and choices, assessed needs and the involvement of people, their relatives and professionals where appropriate.

Staff had access to relevant information to ensure people received coordinated and consistent care. Records demonstrated information which had been shared with professionals and other services appropriately.

People were supported by staff who knew them well. One person told us, “At first they said that they were going to send in a few different carers and then they would talk to (family member) and see which ones they liked and also see how the carers felt about it as well.(Family member) has quite a familiar group of carers now.” Another person said, “My (family member) has a regular group of carers. Some carers come and go but generally speaking they seem to keep their carers.”

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

Care plans recorded how people preferred to communicate and included information about any support they needed to express their views. Staff understood people's communication needs and used this information to help ensure people remained informed, involved and able to participate in decisions about their care. This helped staff provide care in a way that reflected people's preferences and promoted their independence and choice.

Where English was not a first language, we were told how staff had learnt key phrases and words in people’s preferred language to improve communication and engagement.

The provider made it easy for people to share feedback and ideas or raise complaints about their care and support.

People were provided with a service user guide before their care started. This included details about the service, what they could expect and how to raise any concerns or make a complaint. Providing this information helped people understand their rights, make informed choices and know how to access support if they were unhappy with any aspect of their care.

People's views were sought through feedback surveys, reviews and quality assurance processes. Positive feedback was consistently reported, and people were provided with information about how to raise concerns.

The provider reviewed all feedback received and used this to support learning, improve service delivery and drive ongoing improvements.

The provider made sure people could access the care and support they needed when they needed it. People and their relatives told us the service was flexible and responsive to changing needs and preferences.

People told us the service was flexible when changes to planned care visits were needed. They said that if they had appointments, social activities or other commitments, timings of care visits were adjusted to accommodate these wherever possible.

One person said, “(Family member) likes their care visit around 9:15 AM and the staff are usually no earlier or later than 15 minutes either side of that. If there is a problem where they are running late, either (family member) or I will get a call from the staff, but it's very rare that it happens.” Another person told us, “If I want an earlier or later slot because of an appointment or something that I've got to do they will work around us. They are very flexible.”

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.

People told us they were offered choices relating to their care and support. They said the provider and staff listened to them, respected their wishes and treated them fairly.

People felt valued and where expressed, cultural needs were supported. Comments from people received included, “They are respectful to me and to (family member) and tidy up after themselves.” And “The carers are all female carers which we requested at the beginning and that is what they have provided which my (family member) is very pleased with.”

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.

Records contained clear information about Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions where these were in place. Documentation was accessible, appropriately recorded and available to staff and professionals when required.

Care plans reflected people's wishes and were updated when needs changed. Staff recognised changes in people's health and wellbeing and responded appropriately by reviewing care, communicating with relatives and professionals and adjusting support where needed. This helped ensure care remained compassionate, dignified and person centred, while continuing to reflect people's preferences and changing circumstances.