We carried out a review of the data available to us about Twelve Trees Home Care Limited on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Twelve Trees Home Care Limited, you can give feedback on this service.
Twelve Trees Home Care Limited is a domiciliary care agency. It provides personal care to people living in their own home. It provides a service to older adults. At the time of our inspection the service was providing support for approximately 100 people. 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 spoken with told us they felt safe and did not express any concerns about their safety. At our last inspection we found concerns about the documentation being used to assess people’s potential risks. At this inspection we found action had been taken to improve the assessment of people’s risks. We saw the system in place to ensure the registered manager was notified of any concerns raised about a person by staff required improvement. The registered manager assured us that immediate action would be taken to ensure all concerns were reported to them or their deputy in their absence.
People who were supported with their medicines told us they received their medication at the right time. The new registered manager had identified the completion of Medication Administration Records required improvement. They had arranged for all care staff to receive refresher training in the new year. We have made a recommendation to the provider about the management of medicines to support them to make further improvements.
During the inspection we found concerns about staff recruitment records as some of the information scanned onto the computer system was incomplete. The registered manager took immediate action in response to our concerns to locate the missing documentation.
People told us they received support from a regular team of staff so they experienced continuity with care. People spoken with told us care workers turned up on time and stayed the full time. A few people told us they had experienced some late calls or irregular calls. If staff were running late people would often receive a call telling them they were delayed. People could ask for a copy of their weekly rota so they could see which care worker was due to visit them.
People spoken with were satisfied with the quality care provided to them. People told us support staff were respectful and treated them in a very caring and supportive way. Most of the relatives we spoke with were satisfied with the quality of care provided. One relative felt improvements could be made, we shared this feedback with the registered manager.
Staff received a range of training and support relevant to their role. The service was in the process of retraining all the care staff at the service. Staff told us they felt fully supported, valued and listened to. People were confident care workers had received appropriate training to meet their needs. Most of the relatives felt the staff were well trained.
People's needs were assessed and care was planned in a way which met people's individual needs. People were supported with their dietary needs, where this was part of their plan of care. Staff understood the importance of respecting people’s diverse needs and promoting independence. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
People felt confident they could raise any concerns with the registered manager and those concerns would be taken seriously.
There were quality assurance systems in place to monitor the quality and the safety of the service. People and their relatives were given opportunities to be involved in the service and to give feedback about their experiences.
The registered manager was supported by a team of senior staff and the nominated individual. The service had a live action plan to continuously improve the service. Staff told us management of the service had improved since the new registered manager had been appointed.
Rating at last inspection:
At our last inspection Twelve Trees Home Care Ltd was rated good (report published 6 June 2017).
Why we inspected:
This was a planned inspection based on the previous rating.
Follow up:
We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk.
Twelve Trees Homecare Limited is a domiciliary care service registered to provide personal care for people living in their own homes. At the time of the inspection the service was supporting 85 people.
There was a manager at the service who was registered with CQC. 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.
People we spoke with were satisfied with the quality of care they had received and made positive comments about the staff.
Relatives we spoke with were also satisfied with the quality of care their family member had received.
We saw there were sufficient staff to provide a regular team of care staff to people who used the service. People we spoke with told us care staff turned up on time and stayed the full amount of time stated in their care plan.
We found there were arrangements in place to ensure people received medicines at the right time.
There were recruitment procedures in place so people were cared for by suitably qualified staff who had been assessed as safe to work with people.
Care staff underwent an induction and shadowing period prior to supporting people on their own, and had regular updates to their training to ensure they had the skills and knowledge to carry out their roles.
Staff were supported to deliver care safely and to an appropriate standard.
People’s care records showed that people had a written plan in place with details of their planned care. We saw they had been personalised to reflect their personal preferences.
People were supported with their health and dietary needs, where this was part of their plan of care.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
We saw there was a robust complaints process in place to respond to concerns or complaints by people who used the service, their representative or by staff.
We found some concerns relating to records. We saw the documentation used to complete an assessment of a person’s potential risks required improvement. Although we did not find this had negatively impacted on people who used the service, the lack of clear guidance for staff to follow presented a risk that staff may use inconsistent and ineffective practices whilst caring for people.
There were planned and regular checks completed by the registered manager and nominated individual to assess and improve the quality of the service provided.
The registered provider actively sought the views of people and their representatives to continuously improve the service.