Total Quality Care Services Ltd Birmingham

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last inspection we rated this key question good. At this assessment the rating has remained good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues with kindness and respect.

People told us staff were kind, respectful and treated them with dignity. One relative told us, “Our carers are so good, they are so very kind to [person] and chat and brighten up the day and they are always good to all the family.” It was clear from discussions with people and relatives they all felt staff had respect for the people they supported.

The provider demonstrated a culture within the service of respect and understood the importance of such a culture. Staff were respectful of people and delivered the care and support with compassion and maintained people’s dignity. One relative said, “The carers are very considerate and very respectful and they never rush [person]; they encourage [person] to do what he can and they take their time with their care.”

Staff had completed training in relation to dignity in care.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care and support were tailored to meet people’s needs, preferences and cultural backgrounds. Staff knew people well and respected their choices. Staff were able to give examples how they supported people to maintain their independence, such as encouraging people to carry out elements of their own personal care where they could.

Staff had completed training around equality and diversity that took account of people’s protected characteristics. People told us they were treated well by staff who were considerate and understood their individual needs and preferences. One person told us, “Very respectful and professional. They [staff] encourage me to do as much as I can myself and never rush me. This is the only company I have used to lock the door properly and make sure the key box is secure.”

People and their relatives told us they had consistent staff members visiting them, who knew them well and understood their individual preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People and their relatives told us they had input into the support they received and felt involved in decision making on a day-to-day basis. One relative said, “The carers are very considerate and very respectful and they never rush [person], they encourage him to do what he can and they take their time with his care.”

Staff gave examples of how they supported people to maintain some of their independence. One staff member told us, “[Person] is a very nice man and I will explain to him how to do things on his own. We encourage him to do his laundry and fold and put them away so we don’t make him completely dependent on us.”

The provider listened to and understood people’s needs, views and wishes. Staff were alert to people’s needs and responded in a timely manner when needed.

Everyone we spoke with told us the staff were quick to respond to their support needs. They told us the provider was flexible in their approach should there be a need to change times or dates of care calls due to hospital admission or appointments.

Staff we spoke with clearly understood the needs of those they supported, what was important to the person and how they preferred to be supported. One staff member told us, “I go regular to 1 person and they can’t walk or stand. We try to move sides and apply creams and keep them nice and clean. We won’t leave them on the 1 side for too long and if we see any redness we will inform the district nurses and office and record in our notes and inform family, if the person wants them to know.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff told us they felt valued by the provider and treated with respect. They explained the work patterns they had helped them to have appropriate breaks and rest periods. All the staff we spoke with were positive about the provider. They felt workloads were manageable and if they had any concerns or issues, knew the provider would support them. One staff member said, “It is good (working at Total Care) they [the management team] are understanding. They [the management team] will help, especially [manager’s name] he listens to me. They are lovely people, if there is something wrong I will just tell them.”

Staff confirmed they were given time to travel between their calls and rotas demonstrated that call schedules for staff were manageable. Staff told us they had team meetings and supervisions.