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Inspection Summary


Overall summary & rating

Good

Updated 13 February 2018

This inspection took place on the 30 November and 4 December 2017 and was announced.

TLC Support Services Limited is a domiciliary care agency providing personal care and support for fourteen people in their own houses and flats homes in the community. It provides a service to older people and younger adults age 18-65. This was the first inspection of the service since it was registered with CQC in November 2016.

Not everyone using TLC Support Services Ltd receives regulated activity. CQC only inspects the service being received by people provided with ‘personal care’ and help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

There was a registered manager. 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 2008 and associated Regulations about how the service is run.

Risks to people’s safety were identified, assessed and appropriate action was taken. Staff had completed safeguarding adults training and knew how to keep people safe and report concerns. People’s medicines were generally safely managed but we made a recommendation to ensure good practice at all times.

There were thorough recruitment checks completed to help ensure suitable staff were employed to care and support people. People were protected by staff having regard to the Mental Capacity Act 2005 (MCA). The MCA provides the legal framework to assess people’s capacity to make certain decisions.

People were supported to maintain good health and be involved in decisions about their health. Healthcare professionals monitored their health and agency staff contacted them with any concern they had. People were provided with individualised care and support. Staff had the knowledge and skills to carry out their roles and their training was updated. Staff knew people well and treated them with dignity and respect. One person told us the staff were “extremely good” and they would recommend the agency.

Quality assurance procedures were used to monitor and improve the service. People were included in developing their care and support when they had regular reviews of their care with staff. Feedback from surveys people and their relatives or supporters completed was used to improve the service.

Inspection areas

Safe

Good

Updated 13 February 2018

The service was safe.

People’s medicines were generally managed safely in their home.

People were safeguarded from harm because staff were aware of their responsibilities to report any concerns. All accidents and incidents were recorded and preventative measures identified.

People were supported by sufficient staff who had thorough recruitment checks and an induction to the service.

Effective

Good

Updated 13 February 2018

The service was effective.

People’s health needs were well supported through access to healthcare professionals.

People were supported by staff who had the knowledge and skills to carry out their roles.

Caring

Good

Updated 13 February 2018

The service was caring.

People were treated with respect and kindness. They knew staff well and had good relationships with them. Staff spoke respectfully about the people they looked after.

People were cared for in the way they wanted and were encouraged to influence how staff cared for them.

People’s privacy, dignity and diversity was understood, promoted and respected by staff.

Responsive

Good

Updated 13 February 2018

The service was responsive.

People received personalised care and support and were involved in decisions about their care.

Care plans were regularly reviewed with people and their supporters.

There were arrangements in place to respond to concerns and complaints.

Well-led

Good

Updated 13 February 2018

The service was well led.

The registered manager was accessible and supported staff, people and their relatives through effective communication.

People completed quality assurance surveys and the registered manager made improvements where necessary.