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Inspection Summary


Overall summary & rating

Good

Updated 24 April 2019

About the service: T.L.C Home Care Services is a Domiciliary Care Agency that was providing personal care to 58 people at the time of the inspection.

People’s experience of using this service: People received their medicines when needed but records were not always fully completed and the provider was taking action to address this. Staff safeguarded people from abuse. Risks to people were assessed and action taken to address them. The provider ensured suitable staff were employed by undertaking appropriate checks. There were sufficient staff to ensure no calls were missed and further work was being done to ensure staff had sufficient travel time between calls.

Staff had access to regular training and felt they had a good level of support from the management team. People received appropriate support with food and nutrition. Staff ensured people were able to access a range of healthcare appointments. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice.

People spoke positively about the support they received from staff. People were treated with dignity and respect and were encouraged to maintain their independence as much as possible.

People received person-centred support based on their assessed needs and preferences. People were involved in decisions about their care and in writing and reviewing their care plans. Clear complaints procedures were in place and any concerns were investigated in line with this.

Staff spoke positively about the management and leadership team. Systems were in place to ensure the voices of people, relatives and staff were heard. The provider worked flexibly and in co-operation with other stakeholders such as the local authority and other professionals to promote people’s health and wellbeing.

For more details, please see the full report which is on the Care Quality Commission (CQC) website at www.cqc.org.uk.

Rating at last inspection: The rating at the last inspection was good (published 3 February 2016).

Why we inspected: This inspection was a scheduled inspection based on the previous rating.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit in line with our re-inspection programme. If any concerning information is received, we may inspect sooner.

Inspection areas

Safe

Good

Updated 24 April 2019

The service remained safe

Details are in our Safe findings below.

Effective

Good

Updated 24 April 2019

The service remained effective

Details are in our Effective findings below.

Caring

Good

Updated 24 April 2019

The service remained caring

Details are in our Caring findings below.

Responsive

Good

Updated 24 April 2019

The service remained responsive

Details are in our Responsive findings below.

Well-led

Good

Updated 24 April 2019

The service remained well-led

Details are in our Well-Led findings below.