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Archived: Tendercare Good

Inspection Summary


Overall summary & rating

Good

Updated 3 August 2019

About the service

Tendercare is a domiciliary care agency. It provides personal care to people living in their own properties in the community. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. There were ten people using the service at the time of our inspection.

People’s experience of using this service and what we found

Due to the concerns raised prior to this inspection we checked to see if steps had been taken to support people to manage their money safely. We also checked how the provider monitored that safe money practices were being followed to protect people from theft and financial abuse. We found when people could consent to receiving support with purchases this was done safely. However, the registered manager ‘s money recording system was not sufficiently detailed and comprehensive to ensure a clear audit trail of the support they provided would be available. This made it difficult for people and the provider to monitor that their money was being managed safely. If the provider was to support people who lacked the mental capacity to consent and check their financial transactions the lack of sufficient recording may put them at risk of financial abuse. The manager told us that they would support people who could monitor their own money in future, however their policy still needed to be reviewed to ensure it reflected the service’s practice.

People received their medicines as prescribed. Staff knew people’s medicine support needs well but a detailed medicines care plan of the support people required with their medicines was not in place for staff to follow when needed. However, the registered manager promptly acted on our concerns and implemented medicines care plans for people who needed support with their medicines.

The provider completed checks to monitor the quality and risks in the service but had not identified the concerns we found in relation to people’s money and medicine records. We have made a recommendation about the provider’s quality assurance systems.

People and their relatives were happy with the service they received from Tendercare. They told us they felt safe with the staff who supported them. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People and their relatives told us staff were courteous and polite towards them and they respected people’s dignity and privacy. Staff always asked for people’s consent before they supported them.

People confirmed they had been involved in the assessment of their care and encouraged to retain their independence. There were sufficient numbers of safely recruited staff who were available to ensure people were supported by familiar staff who understood their needs.

Staff had been trained to carry out their role and felt supported by the registered manager. People told us they felt staff were knowledgeable about good care practices. Staff had a good understanding of their responsibilities to protect people from harm and abuse and to report any concerns.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection:

The last rating for this service was Good (published 22 February 2017).

Why we inspected

The inspection was prompted in part due to concerns received about the safe handling of people’s money. A decision was made for us to inspect and examine those risks. We found no evidence during this inspection that people who at the time of our inspection were receiving support with shopping were at risk of financial abuse from this concern. Please see the ‘Is this service safe and well led?’ sections of this full report.

Follow

Inspection areas

Safe

Good

Updated 3 August 2019

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 3 August 2019

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 3 August 2019

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 3 August 2019

The service was responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 3 August 2019

The service was not always well-led.

Details are in our well-Led findings below.