Archived: TLC Rotherham

Before people received care and treatment they were asked for their consent and the

provider acted in accordance with their wishes. We looked at eight care records and found they indicated where people were able to make their own choice and where this had been respected.

People’s needs were assessed and care and treatment was delivered in line with their individual care plan. We spoke with people who used the service and they were happy with the care they received. On person said, “The staff are lovely, in fact they are my little angels and I don’t know what I would do without them.”

People were provided with a choice of suitable and nutritious food and drink. The care plans we looked at recorded people's nutritional needs.

There were effective systems in place to reduce the risk and spread of infection. This included staff receiving training in this subject and the provision of protective clothing.

There was an effective recruitment and selection policy in place. Appropriate checks had been carried out prior to people commencing work with the agency.

People who used the service, their representatives and staff were asked for their views about their care and treatment and these were acted on.

People were made aware of the complaints system. There was a complaints procedure and people who used the service knew how to complain.

We spoke with four people who used the service. They told us that they were happy with the care and support they received. One person said “The staff are very helpful”. People said that they were able to discuss anything about the service and anything they were not happy about with the staff. One person said “I can talk to the carer about anything; she is lovely and very understanding.”

We spoke with people who used the service and they told us that staff were helpful and understood their needs. They also felt that the staff in the office were very approachable.

People who used the service told us that they felt safe and would speak to staff if they had any concerns. People were confident that any problems would be resolved.

Staff felt supported by the manager and the care co-ordinators. They felt that training provided was of a high standard.