TLC Support Services Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs.
At our last assessment we rated this key question good. At this assessment the rating has remained good.
This meant people’s needs were met through good organisation and delivery.
 

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.

Staff and leaders made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Staff understood people’s routines, preferences and the things that mattered to them. Care plans included detailed communication needs and specific guidance on how each person liked their care delivered. For example, a person preferred later morning calls and staff adapted visits accordingly.

People and relatives consistently told us staff involved them in care planning and reviewed needs with them. One relative said staff, “always tell her what they are going to do and involve her” when providing care.

A staff member told us, “I know the care is person-centred when I focus on each individual's preferences, values and needs. I regularly check in with them to ensure their voice guides the decision.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People experienced continuity from a small, consistent staff team. Many people told us they received care from staff they knew well.

Relatives described the service as, “very well organised”, and staff ensured changes in schedules were communicated.

Care plans were regularly reviewed, and the management team monitored daily care delivery to maintain service continuity. Staff and leaders worked effectively with professionals, including district nurses and GPs, ensuring joined up care.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People's communication needs were assessed; information was provided in their care records in relation to how to support people in their preferred ways.

One staff member gave an example of how they provided information in the right way to a person whose communication had been affected due to a medical condition and hearing impairment.

Regular communication with people and/or their relatives was taking place. Comments from relatives included, “They always keep us informed and up to date.” and “I've got lots of contact so they're always checking on how things are.”
 

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

The service actively listened to people and involved them in planning and reviewing care.

Each person was given a service user guide which explained the service people would receive and provided information on how to raise complains if needed.

People and their relatives unanimously told us they never had to raise a complaint and confirmed they know who to contact if they had any concerns. They felt confident any issue would be dealt with. Comments included, “I've not needed to complain, but I would approach the manager. I know they would sort it out.” and “I have not needed to complain, but there is information in the contract and they're very contactable and approachable.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Everyone using the service had fair and equal access to care. The provider assessed new referrals by considering the team’s capacity, people’s needs and whether care could be delivered safely and without compromising on quality. This ensured people received the level of support they were assessed for.

The service supported people with a range of needs and protected characteristics. Staff were trained in equality, diversity and inclusion, and additional information related to this area was reflected in the staff handbook.
 

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People experienced positive and consistent outcomes regardless of their background or level of need. Feedback showed people felt safe, respected and well supported.

The provider monitored outcomes through daily records, reviews and spot checks. Care plans contained clear information to promote safe and effective outcomes for people, including nutrition, hydration and communication.
 

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The service was not actively supporting anyone with end of life care at the time of the assessment. People and relatives were involved in planning future care. Reviews of care plans were carried out regularly.

The provider supported people to consider advance care planning where appropriate, and respect forms were in place and kept up to date.

Staff understood how to promote people’s independence and supported them to make decisions about their future needs. People described being able to choose how their care was delivered and felt confident raising any questions or changes they needed.