Timeless 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 provider met people’s needs.

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 needs were met through good organisation and delivery.

This service scored 79 (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 were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The registered manager made sure people and their relatives were listened to and involved in their care. They met with people and families regularly to review their care plans and gathered feedback from them on their views of the service. They had used this to look at what was going well and what further improvements could be made. This helped to ensure people received person-centred care.

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 relatives all praised the staff team for the continuity of care they provided. One relative told us, “There is a good team of about 5 staff regular staff. [My family member] knows who is coming through the door, and I know on the [digital system].”

A social care professional who had recent experience of working with the service told us, “Timeless Care Services work positively in partnership other professionals involved in supporting individuals. Communication is generally timely and effective, and the service is responsive when information is requested or when changes in a person's circumstances need to be discussed. Staff share relevant information regarding people's needs, risks, and changes in presentation, which helps to support effective care planning and continuity of care. I have also found that information provided to the service is generally acted upon and reflected in the care and support being delivered.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s care plans detailed people’s communication needs, for example if a person used hearing aids and how best to communicate to ensure the person could hear them. People’s communication plans also included when people used alarm pendants to help call for assistance if they were unwell or had a fall in between care calls. Records showed staff checked to make sure people had these with them before they left people’s care calls.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

People’s views on the quality and safety of the service, and what they thought could be improved were gathered using a variety of methods, including regular surveys, reviews of care and everyday contact with people and their relatives. One relative told us, “I am able to speak with them, they always come round every 3 months and sometimes I ring them and they are really helpful.” Another relative said, “I’m very happy. Anything we've had to raise, it’s been dealt with immediately they’ve called me back to say it’s changed. Communication is good.”

No-one had raised a complaint with the service however the registered manager regularly provided information on how to do so to people. One relative told us, “The registered manager always say’s if there is a complaint, or if something is not right, please get in touch, the number is in the care file.” This helped to encourage people to speak up and feel they would be listened to.

People were always listened to and involved in their care. Another relative told us how they appreciated being listened to. They told us this had resulted in in good partnership working with other healthcare professionals who had provided specific staff training to help their family member. This had led to improved outcomes for their family member. They said, “This has been a huge plus. It means [family member] can have a reasonable sleep and can get to appointments. It’s a big, big plus and the registered manger listened to us.”

People and their relatives, with the person’s consent, were able to access their care plans and day to day care records digitally and they told us they found this useful. One relative said, “I have the [Digital App] so I can see on a daily basis what is happening.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People’s care calls were planned to help support people access any other healthcare services they may need. The registered manager regularly reiterated the good quality care standards they expected all people to receive. These actions helped to ensure people received fair and equitable care.

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 felt treated fairly and felt respected by staff. Staff helped people access the healthcare they needed by making referrals to other appropriate healthcare services when needed. For example, referring people for the support and care of community nurses when there were any concerns with their skin integrity.

People were 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.

When appropriate staff worked to understand people’s plans for any end-of-life care and wishes. These care plans were personalised and included what was important to people, for example any religious beliefs they held and wanted to follow.