Total Health Support and Training Services Limited

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 assessment 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 treated people with kindness, compassion and respect and promoted their privacy and dignity. Staff also worked positively with colleagues and professionals from other organisations.

Feedback from people and their relatives was consistently positive. Staff were described as kind, friendly and compassionate and as developing warm and trusting relationships with the people they supported. One relative described staff as highly supportive both to their relative and to them. The relative said staff explained everything carefully, remained calm when managing behaviour that may challenge others and were "a great support to me as well as to [person]." Another relative told us staff had supported their loved one to attend important family occasions, including weddings, helping the person maintain relationships with people who were important to them.

Care records contained information about people's preferences, routines and what was important to them. Staff provided support which was person-centred and focused on helping people maintain their independence, wellbeing and connections with family and friends.

People received personalised care and support tailored to their individual needs, preferences and desired outcomes. Care planning considered people's strengths, abilities, wishes, cultural needs and personal circumstances.

Care plans provided information about what people could do independently and where support from staff was required. This helped staff promote people's independence and provide support in a way reflected their preferences and desired outcomes.

Staff demonstrated a good understanding of people's individual needs, interests and routines. They described how they adapted their approach to ensure support was personalised and responsive to each person's needs. Records and feedback demonstrated staff took time to get to know people and understand what was important to them, helping to ensure care was delivered in a person-centred way. One relative described staff as having an excellent understanding of her daughter's highly complex needs and challenging behaviour. Another person told us, “Staff know what I like to eat” and ensure her meals reflect her preferences.

The provider promoted people's independence, so they had choice and control over their care, treatment and wellbeing.

People were involved in planning their care and support. Care plans detailed what people could do for themselves and identified where support from staff was required. This helped staff provide personalised assistance, promoting independence and respecting people's preferences.

One person told us “Carers recognise [relatives] independence and support rather than take over with personal care, only providing prompts when required.” Another relative told us staff involved their family member in meal preparation, explained what they needed to do before carrying out care and respected the person’s decisions.

Staff encouraged people to make decisions about their care and day-to-day lives and supported them to maintain as much independence as possible.

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 understood people's needs, preferences and routines and were able to respond appropriately when support was required. Care plans contained clear and up-to-date information to guide staff on how to provide care safely, consistently and in line with the person's wishes.

Systems were in place to communicate changes in people's needs and ensure staff had access to current information. Staff described how important information was shared within the team to help ensure care remained responsive and reflected any changes in circumstances.

Feedback confirmed people received support when required and staff responded appropriately to changes in their needs. One relative described staff as "very on the ball, very proactive" in monitoring the person's health and wellbeing. They told us carers quickly recognised when the person was unwell and either informed family members or arranged appropriate medical attention when needed. The relative also praised the safe management of medicines, including the arrangements made to ensure medicines continued to be administered correctly when the person spent time away with family.

Records showed information was updated when necessary to help ensure people continued to receive appropriate support.

The provider demonstrated a commitment to supporting staff wellbeing and enabling staff to deliver person-centred care.

Staff had opportunities to discuss their wellbeing, performance and any concerns through regular supervision sessions and team meetings. Records confirmed these took place regularly and provided staff with opportunities to share feedback, reflect on their practice and receive support from managers.

Staff received training relevant to their roles, including additional training in specific areas to further develop their skills and knowledge.

Staff feedback about management support was positive. One member of staff told us, "I feel supported by management. If I have a problem or concern, I know who I can speak to. The monthly supervision also gives me a chance to discuss anything I need help with." Another staff member said, "Management supports me whenever I need advice or guidance. They provide regular supervision meetings and training to help me develop my skills." Records and feedback confirmed staff had access to support, training and opportunities for development, helping them carry out their roles effectively.