TLCareServices Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

The relative we spoke with felt staff were caring towards their family member. They told us, “We are happy with the staff, they do a good job. [Person] knows the staff and seems to like them.”

Staff spoke enthusiastically about the people they supported and shared examples with us about how they promoted people’s dignity when providing care and support. One staff member said, “[Person] does not let their disability get in the way of how they want to live. They can communicate and we would never make decisions for them when they can do it for themselves.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Feedback reflected people were treated as individuals and staff knew and understood their individual needs, preferences and personalities.

Care plans contained information about people’s life histories and interests as well as their protected characteristics, such as religion or culture. Staff we spoke with knew the importance of understanding people’s diverse needs. One staff member said, “Although [person] doesn’t visit a place of worship, they do read their holy book and watch religious television.”

The provider told us they ensured staff had enough time to support people with their religious practices where required. One example of this involved the provider advocating for a person who needed more time during their support calls to allow time for their prayers at the beginning of each day.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were in control of the support they received, and staff ensured people’s wishes were respected. Staff shared how they promoted people’s choice and independence and encouraged people to do as much as possible for themselves. One staff member said, “When [person] needs personal care, they try to do as much as they can for themselves. We are there to encourage if needed and will remind them to dry their hands.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Feedback about staff responsiveness was positive. The relative we spoke with described the service as being flexible around the needs of their family member. Regular reviews took place which enabled people to make changes to their planned support, so it met their current needs and requirements. Any changes were then shared with staff to ensure care met people’s current needs.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care.

Staff spoke positively about the provider and told us they felt supported in their roles. One staff member said, “I feel supported. I feel enlightened by the training, it has helped how I support the clients. I had some concerns with 1 person, but I spoke with [name of provider] who taught me how to work with them. They were helpful and gave me advice.”

The provider shared with us how they supported their staff team by being mindful of their individual needs and characteristics, which included enabling staff to have time away from work so they could celebrate religious festivals.