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This service was previously registered at a different address - see old profile

Reports


Inspection carried out on 18 July 2019

During a routine inspection

About the service

Tordan Healthcare is a domiciliary care provider based in the city centre of Manchester, providing personal care and community support to children and adults in their own home, including live in care and support to people with complex health needs. At the time of our inspection the service supported 15 people. Not everyone using the service receives personal care. CQC only inspects where people receive personal care. This includes help with tasks related to personal hygiene and eating. Where people receive support with personal care, we also consider any wider social care provided.

People’s experience of using this service and what we found

The ethos of Tordan Healthcare was extremely person centred, caring and responsive. Everyone we spoke with told us the staff were exceptionally kind, caring and would go out of the way to help them. Staff and managers showed genuine concern for people’s welfare. People told us that they were very happy with their support. One person said, “The service has done so much for me, I have a reliable care team.”

Staff were passionate about maintaining people’s independence and this was at the core of everything the service did. People were encouraged to do as much for themselves as they could and were supported to access community facilities to limit the risk of social exclusion. Holistic support reflected the needs, wishes and personality of each individual.

Staff were matched to the people they supported, building relationships and giving consistent support in a way people wanted their needs to be met. People told us they were fully involved in planning and reviewing their care and had a full say in how their care was delivered.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The service was well led by managers who were dedicated to providing a service which was responsive to need. Systems to manage to governance of the service were in place, including regular feedback from people who used the service who told us that they were consulted about service delivery and were fully satisfied with the care and support they received.

Staff were highly motivated and skilled in their role. They had undertaken appropriate training and where specific needs were identified, they undertook further training to be able to meet them.

Rating at last inspection.

The last rating for this service was Good (12 January 2017)

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Tordan Healthcare on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

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

Inspection carried out on 3 November 2016

During a routine inspection

This inspection took place on 03 and 07 November 2016 and was announced.

Tordan Healthcare provides support and personal care to children and adults in their own home, including live in care and support to people with complex health needs. At the time of this inspection the service was providing support with personal care to 19 people with a range of support needs. The service also provides support to people that does not include personal care and as this support is not regulated by CQC it was not included in this inspection.

The service was registered at this location on 30 January 2014 and this was the first ratings inspection conducted.

The registered manager for the service had been in post since the service was registered. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People we spoke with told us they were happy with the service provided and they felt safe with Tordan Healthcare. Staff had received safeguarding training and they were aware of their responsibility to report any concerns to their manager. The service had procedures in place for identifying and following up allegations of abuse, and staff demonstrated knowledge of the procedures to follow.

Care plans contained risk assessments which were relevant to people’s individual needs and the environment and contained sufficient detail to provide direction for staff in how to reduce risks to people.

The registered provider had a robust system in place to vet potential employees. All staff who administered medicines were trained and assessed as competent. This meant people received their medicines from people who had the appropriate knowledge and skills.

Staff told us they felt supported. New employees were supported in their role and there was a programme of on-going refresher training for existing staff. Staff told us they received occasional supervision to ensure they had the skills and competence to meet people’s needs.

Staff had received training in the Mental Capacity Act and understood people’s rights to make decisions about their lives.

People who used the service told us staff were caring and kind. People’s privacy and dignity was respected and care plans reflected the need to encourage people to retain their level of independence. The service catered for people's diverse needs and people were matched to care staff to provide continuity of care.

People had care plans in place which noted the tasks they required support with, as well as detail about their choices and preferences. Staff told us these were reflective of people’s needs and we saw these were updated regularly.

People who used the service told us the service was generally well-led and they were happy with the care provided.

The registered provider had a system in place to monitor the performance of the service. Staff were monitored at regular intervals and audits were completed of people’s daily records, care plans and staff files. The registered provider asked people who used the service and staff for feedback and this information had been reviewed and fed back to staff.