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This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 18 August 2017

This was an announced inspection that took place on 13, 14, 15 and , 16 June 2017. Time2Care (BSE) Ltd provides domiciliary care services to people in their own homes. At the time of the inspection, the service provided care and support to 118 people.

There was a registered manager working at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run. The registered manager was on leave during our visit. We met with one of the directors of the company and the care manager.

People received a very responsive and person centred service. People’s care and support was planned in partnership with them and was flexible to change as required.

There was a strong ethos within the provider company of responding to people as individuals and with respect. Information was available to people about how to raise any concerns they may have and where concerns were raised these were encouraged and dealt with speedily.

There were systems in place to minimise risks to people and to help keep them safe from harm. People felt safe. Appropriate plans were in place to guide staff in how to minimise risks to keep people safe. Staff knew what action to take to ensure people were protected if they suspected they were at risk of harm. There was a consistent staff team and there were recruitment practices in place, which meant staff had been recruited safely.

Medicines were managed in a safe way and support was offered to people to manage their medicines when needed.

People received care in a manner which was in accordance with the principles of the Mental Capacity Act. People were given the information needed to make informed choices, and their choices were respected.

When needed, people were offered support to eat and drink in accordance with their preferences. Staff supported people to make and attend health appointments where requested.

Staff received training which was relevant to the needs of the people they were supporting. Staff were supported through supervision and the managers’ ‘open door’ policy. People who used the service and the staff thought highly of the care staff and the provider.

Staff were knowledgeable about people and their preferences and routines and provided person centred care.

People’s privacy and dignity was respected by staff. Staff were enthusiastic about working with the people who used the service and developed positive relationships with them.

There was a quality assurance system in place to ensure the service was routinely audited and checked. The registered manager and directors used these checks to assess and review the quality of service people experienced. There was information available if people or their relatives wanted to complain.

Inspection areas

Safe

Good

Updated 18 August 2017

The service was safe.

Staff were aware of how to protect people from the risk of abuse.

There were sufficient staff to ensure that people received their care calls as scheduled.

Systems were in place for the safe management of medicines.

Effective

Good

Updated 18 August 2017

The service was effective.

Staff had received training on how to provide people with care and their competency to do this effectively and safely had been assessed.

Staff supported people to eat and drink sufficient amounts to meet their needs where this was part of their care package

People were supported to access health and social care services when necessary.

Caring

Good

Updated 18 August 2017

The service was caring.

People's rights to independence, privacy and dignity were valued and respected.

People were involved and included in making decisions about what they wanted and liked to do.

Responsive

Good

Updated 18 August 2017

The service was responsive.

Staff provided additional support to people and went over and above what was expected of them.

Staff and the management demonstrated a very flexible and person centred approach to supporting people.

People were involved with planning and reviewing their care.

Systems were in place to investigate and respond to people's complaints.

Well-led

Good

Updated 18 August 2017

The service was well-led.

Staff were clear about their roles and responsibilities.

People who received support and staff were very positive about the provider and how the service was operated.

There was an open and transparent culture within the service where people and staff felt comfortable to raise concerns.