Time2Care (BSE) Ltd

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.At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (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.

Care and support were delivered in a person-centred way, with people and, where appropriate, their relatives actively involved in discussions about their care, support, daily routines and decision-making. Feedback consistently demonstrated that people felt they were at the centre of how care was planned and delivered, and that staff took time to understand what was important to them. One person told us, “I feel listened to and carers respond positively and are proactive in helping improve my life.” This feedback showed that staff worked in partnership with people, listening to their views and responding in a way that promoted their well-being and quality of life.

People received care and support that was personalised to their individual needs, preferences and choices because staff knew them well and understood their circumstances. Whilst further development was needed, care plans had been developed with people's involvement and, where appropriate, with the input of their relatives. The care plans contained guidance and information that helped staff provide care in line with people's assessed needs, wishes and preferences. Staff demonstrated an understanding of the importance of respecting and promoting choice in all aspects of care delivery. A member of staff told us, “[People’s] choice is important to Time2Care, the managers do all they can to make sure things like call times and gender choices are met. “This meant people were supported in a way that reflected their individual preferences, their rights and enabled them to maintain choice and control over their lives.

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 told us they were supported to access healthcare services when required, including appointments with their GP and other healthcare professionals. Staff worked to ensure people received the healthcare support they needed to maintain their health and wellbeing.

People’s choices and preferences were respected. Wherever possible, individuals were able to make decisions about how their care was delivered, including choosing the gender of their carers, the timing of care visits, and the level of support they received. This helped ensure care was tailored to people's individual needs and preferences.

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

Information could be made available to share with people in accessible formats if needed. The manager told us there was an inclusive approach to communication and information could be made available in a range of formats including large print or pictorial for example.

Systems supported effective communication between people, relatives and staff and included telephone calls, face to face visits and messages. This ensured communication was kept up to date and any changes to people’s care needs were communicated to those with a need to know to keep people safe.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People and their relatives told us they felt listened to, valued and actively involved in decisions about their care and support. One person told us, “I am happy with communication. Each year I am asked for my feedback. I would recommend Time2Care, because I think they’re outstanding’. I’ve had a couple of care companies in the past, and this company are yards better than them, much better, they are very good.”

Feedback gathered during the inspection demonstrated that people, relatives and staff felt confident in approaching the provider with ideas, suggestions, concerns or comments, knowing their views would be welcomed, considered and acted upon where appropriate. This open and inclusive culture helped to foster positive relationships, promote transparency and ensure that people felt empowered to influence how the service was delivered.

The provider actively encouraged engagement and regularly sought feedback from people, relatives and staff through quality assurance visits. As a result, the provider was able to make informed changes to the service.

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

The service worked to ensure people could access the care, support, and treatment they required in a timely manner and in a way that reflected their individual needs and circumstances. People's care was planned and delivered with consideration for their personal preferences, communication needs, protected characteristics, and any barriers that could affect their ability to access support.

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.

Staff understood their responsibilities in relation to equality, diversity, and human rights and had access to a range of mechanisms for raising concerns if they witnessed or suspected discriminatory practice. This helped to create an open culture where poor practice could be challenged and addressed promptly. Staff received training and guidance on promoting equality and preventing discrimination, and these expectations were reinforced through supervision, observations, and ongoing monitoring of practice.

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.

There was no one in receipt of end-of-life care at the time of our inspection, however, should this level of care and support have been required, most staff had received appropriate training to help guide them on how to support people to express their preferences on end-of-life care. Where they were in agreement to do so, people had end of life care plans in place setting out their wishes.