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TLC Home Care Solutions Ltd Good

Inspection Summary


Overall summary & rating

Good

Updated 26 July 2019

About the service

TLC Home Care Solutions Ltd is a domiciliary care service providing personal care and support to people living in their own homes. The service was supporting 43 people at the time of this inspection.

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.

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

People told us they felt safe with the support they received from staff. They were protected from the risk of abuse because staff knew the types of abuse that could occur and the action to take if they suspected abuse. The provider followed safe recruitment practices. They employed enough staff to meet people’s needs.

Risks to people had been assessed and staff followed the guidance in people’s care plans to manage identified risks safely. The registered manager maintained a log of any incidents and accidents which occurred which they reviewed regularly for any potential learning. Staff received training in infection control and knew the steps to take to reduce the risk of infection whilst supporting people. People’s medicines were safely managed.

People had access to a range of healthcare services when needed. The provider worked with other organisations to help ensure people received effective, high quality care. 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. Staff received an induction when they started working for the agency and were supported in their roles through regular training and supervision.

People told us the staff that supported them were caring and considerate. Staff treated people with dignity and respected their privacy. People’s needs were assessed before they stated using the service. They were involved in the planning of their care and were supported to make day to day decisions about the support they received. People’s care plans reflected their individual needs and preferences. They included information about people’s end of life care preferences, where they had been happy to discuss this. Staff promoted people’s independence when supporting them.

The provider had a complaints procedure in place and people expressed confidence that any issues would be addressed appropriately if they had concerns. Staff spoke positively about the working culture at the service. They told us they worked well as a team and received good support from the registered manager.

The registered manager demonstrated a good understanding of legal requirements and the responsibilities of their role. The provider carried out a range of checks and audits to help identify any potential service issues to help drive improvements. People’s views of the service were sought on a regular basis through home visits and an annual survey. Survey feedback showed the people experienced positive outcomes from the service they received. This was reflective of the feedback we received from the people and relatives we spoke with.

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). Since this rating was awarded the service has moved premises. We have used the previous rating to inform our planning and decisions about the rating at this inspection.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas

Safe

Good

Updated 26 July 2019

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 26 July 2019

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 26 July 2019

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 26 July 2019

The service was responsive.

Details are in our responsive findings below.

Well-led

Good

Updated 26 July 2019

The service was well-led.

Details are in our well-led findings below.