Timeless Care Services Limited

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

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’s outcomes were consistently good, and people’s feedback confirmed this.

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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People were fully involved in discussing and reviewing their care plans and these comprehensively covered their health and care needs. They reflected people’s goals and the outcomes they wanted to achieve. People told us staff had a good understanding of their care needs.

Staff had a good understanding of people’s needs, and this view was shared by people and their relatives. Staff had completed training relevant to people's needs as well as in areas of health and safety and first aid. This helped staff to provide care in line with evidence-based practice. Where staff helped people with their meals and drinks this was done to people’s preference and staff left people with drinks and snacks for in-between their calls.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Care plans reflected any advice from other healthcare professionals and his helped to ensure people received effective care.

People and relatives were happy with the support provided with meals and drinks. One relative told us, “Staff make sure there is a cup of tea and a full glass of water.” Staff had been trained in food hygiene standards and this helped to ensure they provided any assistance with people’s meals and drinks in line with good practice. Staff were aware of the importance of promoting people’s nutrition and hydration. For example, one staff member told us, “We are quite good at pushing fluids, because we know people well, we know their personalities and we know how to encourage them and push fluids.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Staff worked well together. One staff member told us, “I like that we are small, it’s really friendly with managers you can talk to.”

Relatives told us they felt there was a team approach to planning people’s care. Recent feedback from a relative included, “Management are actively involved and dedicated, communication is very good and prompt, and any queries or issues are quickly dealt with - we feel part of a team all working together.”

People’s care plans and records were digital and this allowed people, staff and when appropriate people’s relatives to all access care plans and daily notes. Any updates to people’s care plans were able to be made immediately. A relative told us they found this helpful. They said, “It is useful to see how the day is shaping up.” Another relative added, “They have the [medicines records] on the system. I can read up on everything they have done.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

People’s care plans identified the outcomes that wanted to work towards and kept their progress towards these under review. These showed people made good progress towards their outcomes, such as when they had physiotherapy and exercises to complete.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

Staff understood how to monitor people for any changes in their health needs and how to escalate any concerns. For example, one staff member told us if they noticed any sore skin they would, “Report it to the office and the district nurses so they can get out as soon as possible to apply a dressing. We check for sores, red marks, bruising anything is reported if it was not there before and then the right action can be taken.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

People told us they had been asked for their consent when staff provided care. For example, a relative told us staff had asked if their family member consented to have a photograph of a change in their skin taken so it could be sent to the district nurses for them to review.

Staff checked to ensure people consented to their care. For example, one staff member told us, “It’s important to ask if a person wants their cream applied, every day is different. If I think it looks a bit red I can say, ‘I think you need some cream’, but they can agree or disagree.” Where people could not understand a decision that needed to be made, the service had correctly followed the principles of the Mental Capacity Act 2005 (MCA) to make a decision in that person’s best interests.