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Inspection Summary

Overall summary & rating


Updated 26 April 2019

About the service:

Total Living Care is a domiciliary care agency which provides personal care to people living in their own homes. It is located in Ross-on-Wye, Herefordshire. At the time of our visit 55 people were being supported by Total Living Care.

People’s experience of using this service:

People told us they were supported by staff who knew and consistently met their needs and provided flexible and responsive care. They told us the registered manager and staff were attentive, friendly and caring and looked after them safely. Comments included, “This is a really good service.” And, “I look forward to them coming.”

People told us they usually had the same group of staff who were reliable, arrived on time and stayed the correct length of time.

People were protected from harm and abuse by staff who received training and ongoing support and had skills, knowledge and experience required to support them. Procedures were in place to record and learn from safeguarding concerns, accidents and incidents and take action as required.

People's care and support had been planned in partnership with and fully involved them. Care records were informative and up to date. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.

Risk assessments were in place to reduce the risk of any harm to the person. They had support needed from staff for personal care, meals and snacks, medicines and to protect them from the risk of infections.

Staff worked in partnership with other organisations to ensure they followed good practice and people in their care had good, safe healthcare and a comfortable, pain free and peaceful end of life.

Staff and people who used the service, felt valued and supported by the registered manager.

The registered manager used a variety of methods to assess and monitor the quality of the service. This helped improve any areas that were identified through their quality monitoring processes.

More information is in the detailed findings below.

Rating at last inspection:

Good. Report published 21 September 2016

Why we inspected:

This inspection was a scheduled comprehensive inspection based on the previous rating.

Follow up:

The next scheduled inspection will be in keeping with the overall rating. We will continue to monitor information we receive from and about the service. We may inspect sooner if we receive concerning information about the service.

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

Inspection areas



Updated 26 April 2019

The service was safe

Details are in our Safe findings below.



Updated 26 April 2019

The service was effective

Details are in our Effective findings below.



Updated 26 April 2019

The service was caring

Details are in our Caring findings below.



Updated 26 April 2019

The service was responsive

Details are in our Responsive findings below.



Updated 26 April 2019

The service was well-led

Details are in our Well-Led findings below.