Archived: Total Care GB Limited

The summary is based on our observations during the inspection, discussions with people who used the service, the staff supporting them, telephone discussions with relatives and by looking at records. This helped us to answer our five questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective and, Is the service well led?

Below is a summary of what we found.

The detailed evidence supporting our summary can be read in our full report.

Is the service safe?

One person told us, 'I am happy with the staff and feel safe with them'.

All the staff we spoke with told us that they felt that the people who used the service were well cared for, their needs were met and that people were safe. Staff told us about the on call procedures that were in place to provide advice and support to staff when needed, so that they felt supported and safe in their role.

The care records showed how people wanted to be supported and provided most of the information that staff needed to ensure people's wellbeing and safety.

Staff had received training and support so that they could care for people safely.

Staff we spoke with had only a basic knowledge of the Deprivation of Liberty Safeguards (DoLS) process. DoLS is a legal framework that may need to be applied to people who lack capacity and may need to be deprived of their liberty in their own best interests to protect them from harm and/or injury. The registered manager told us that all staff had received the training and that some training updates would be provided to ensure that staff understood the importance of the legislation.

Overall, we found that the provider had adequate processes and systems in place to meet the requirements of the law to ensure that the service was safe.

Is the service effective?

All the people we spoke with told us that they had the same regular care staff that knew their needs. This meant that people received consistent care. A relative told us, 'The staff that come are very good and they seem to know and understand the needs of my relative'.

We found that some systems were in place to audit the care that people received. The registered manager carried out 'spot checks' on staff performance to ensure that they were meeting people's needs. The checks had identified some areas where improvements had been needed. This meant that the systems were effective in identifying where improvements were needed.

We found that effective recruitment procedures were in place that ensured that only staff suitable staff were employed.

We identified some additional information that was needed to be recorded in risk assessments to ensure people's safety. However people that we spoke with told us that risks had been managed effectively.

People had their needs assessed and care records generally showed how they wanted to be supported.

Overall, we found that the provider had adequate processes and systems in place to meet the requirements of the law to ensure that the service was effective.

Is the service caring?

All of the people that we spoke with told us that staff were polite and caring. One person told us, 'The staff are good'. A relative told us, 'They are good staff, we are pleased'.

Staff that we spoke with knew the care and support needs of people and this ensured that personal care was provided in a way that the person preferred. A staff member told us that when they carried out personal care they ensured this was carried out in a caring and respectful way. A staff member told us, 'I make sure that I close the door and the curtains and that the person is comfortable, and that I show them respect'.

Overall, we found that the provider had adequate processes and systems in place to meet the requirements of the law to ensure that the service was caring.

Is the service responsive?

We saw records that confirmed that the registered manager had telephoned people, and met with people to ask their views about the service. This meant that people had the opportunity to raise issues. This showed that the provider listened to the views of the people that used the service to improve the overall service provision.

The provider had a complaints procedure in place and people told us that they knew how to raise any concerns, if needed. We saw records that indicated that a misunderstanding about a missed call had been dealt with. This meant that comments and complaints were listened to and acted on.

Overall, we found that the provider had adequate processes and systems in place to meet the requirements of the law to ensure that the service was responsive.

Is the service well lead?

There was a registered manager in place who was aware of their legal responsibilities.

All the people we spoke with told us that they knew who the registered manager was and how to contact them if needed.

All the staff we spoke with told us that they could raise any concern about poor practice in the service and these would be addressed to ensure people were protected from the risk of harm.

Arrangements were in place to ensure that staff knew how to act in the event of an emergency so that people were safe.

Overall, we found that the provider had adequate processes and systems in place to meet the requirements of the law to ensure that the service was well lead.

We visited the office of Total Care GB Limited and we spoke on the telephone with two people that used the service and a relative. We also spoke with the manager and two staff members.

All the people we spoke with told us that they were happy with the care they received. One person told us, 'The staff are very good. I am really happy about everything'.

All the people we spoke with told us that they were happy with the staff and felt safe. There were systems in place to recognise and report any abuse so people were protected from the risk of harm.

All the people we spoke with told us that the manager and staff were friendly and helpful. We saw that systems were in place to ensure that only staff that were suitable to work with vulnerable people were recruited.

All the people we spoke with told us that if they were not happy about something they would speak with the manager. We saw that some systems were in place to monitor the quality of the service and to make improvements.

People told us that the staff were friendly and kind. One person said 'I have no concerns with the care my relative get, the staff are great. My relative is really pleased and gets on well with the care staff '.

People told us they knew who to speak to if they had any concerns. Staff told us they had completed safeguarding training and they knew what to do to keep people safe.

Some risk to people had not been identified and planned for which could place people at risk of harm.

Robust systems were not in place for recruiting staff and supporting them in their role to meet people needs.