Tender-Care Services 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 service met people’s needs.At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. People’s care plans did not consistently contain personalised guidance. Care plans and risk assessments were largely task-focused and did not always provide sufficient detail to ensure care was person-centred. For example, there was not guidance for staff on how to manage and support a person’s skin integrity. This meant staff may not have had clear guidance to deliver care in a way that fully met the person’s needs as risk assessments were not always in place for many people’s specific risk and care 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. People and staff told us people had access to healthcare services when needed. Relatives confirmed they were confident staff would seek help from the emergency medical services as needed.” A staff member said, “As a care worker, we work with so many health care professionals, from GPs, district nurses, occupational therapists, pharmacists, speech and language therapists, and social workers. It's so important people feel like all health professionals work together so that they get the best possible support.” Daily records were completed during care visits to help ensure continuity of care and support effective communication between staff. The registered manager told us the provider aimed to provide continuity by, where possible, allocating the same care staff to people to support relationship building and consistency of care provision. We received positive feedback from health and social care professionals, one professional said, “Tender- Care are responsive and proactive.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Communication was effective within the service, we received positive feedback about the way the service communicated with people, staff and external professionals. We were assured this service met the requirements of the Accessible Information Standard (AIS). The AIS is a law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand. The service adapted to meet people’s individual communication needs.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People told us they felt involved in their care and support, either working with the service or their individual member of staff. Everyone told us they felt comfortable speaking with the registered manager if they had concerns. People and their relatives knew how to make a formal complaint if they needed to and were confident the registered manager would take it seriously. Systems were in place to ensure people could feedback on the care they received with ease. A formal complaints procedure was in place; the process was in accordance with good practice guidance.

The service made sure that people could access the care, support and treatment they needed when they needed it.People received care and support, which was accessible and considered their individual needs. Staff received training in equality and diversity, they told us they supported people to live the lives they wanted. Policies and procedures underpinned all safe working practices, and this was supported by training and ongoing monitoring. Within each policy there was consideration of equity, accessibility and safety.

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 and their relatives told us they were treated fairly, and their rights were respected. Staff had access to various ways of raising concerns about treatment which discriminates. Staff told us the registered manager would take them seriously. Staff training, guidance and observations meant staff were reminded of their responsibilities. Policies, procedures and working practices within the service were in accordance with relevant legislation to ensure people and staff received fair treatment.

People were not always 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. At the time of our assessment there were no people receiving end of life care. We found that people did not have end of life care plans in place and staff had expired or uncompleted training in this area. Following feedback from this inspection, the registered manager put plans in place to introduce processes to address this going forward.