Timeless Care Services 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 provider was previously registered at another address. This is the first assessment for this service in the new location. 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and relatives spoke highly of the caring nature of the staff who supported them. One relative said, “Staff hold [my family member’s] hand, they are very caring, they talk to them throughout.” They went on to say their family member thought very highly of the staff and during a recent hospital stay they said, “I want to get home and see my carers.”

Staff told us how they promoted people’s dignity in care. One staff member described how they gave personal care, they said, “We make sure we cover people with a towel and make sure the door is closed.” Another staff member told us why they enjoyed the job, they said, “It’s the job I wanted, taking care of people, making sure they are safe and spending time with them.” Staff worked well to ensure people’s dignity was promoted.

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.

People felt staff knew them well and people’s care plans were personalised and reflected their individuality. One relative told us, “Staff sit and talk with [family member]. They love doing wordsearches. Staff make sure they have their wordsearch book, pens and glasses. Staff keep [family member] mentally stimulated.”

Care plans reflected people’s interests and hobbies as well as details about their lives. This helped staff understand the whole person and build meaningful relationships.

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

Care plans promoted people’s independence and were person-centred. They provided flexibility and reflected that people could ask for more help on the days they needed it. For example, a relative told us, “If [family member] wants a wash instead of a shower that’s fine. Staff will stand with her in the shower, and we added that in specifically as they need someone with them as they are more frail now.”

Staff told us how they worked to promote people’s independence. For example, one staff member told us, “When we do personal care, people can choose their own clothes and how much they want to participate in washing themselves.”

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.

Staff understood the importance of responding to changes in people’s care needs. For example, staff told us how they would check people’s skin for any changes and would contact community nurses so that the right care could be arranged.

Relatives told us they could change care calls when they needed to work around other appointments or commitments as needed. Relatives also appreciated that any changes in people’s needs could be accommodated. For example, one relative told us how staff had recently taken on medicines care for their family member.

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

Staff were supported with an induction plan when they joined the service. This helped ensure they knew how to do their job, and this involved working with more experienced staff until they felt comfortable. In addition, staff received regular supervision, appraisals and training. Supervision provides staff members with the opportunity to reflect and learn from their practice, receive personal support and professional development. One staff member told us, “I have supervisions, I had a probation after 3 months, regular spot checks – these are unexpected checks to watch us with clients to make sure we up to standard. The manager will go through anything with you, you can raise any concerns with him, I feel the most supported I have done in a job, I've done all my training and I said I wanted another course, the manager has sorted it out, and has put me forward to do a health and social care qualification. The manager is on top of making sure you are happy and making sure you feel supported.”