Archived: Tailored Care Ltd

Tailored Care Limited is a care service registered to provide personal care and support for people in their own homes. At the time of our inspection they were providing care and support for 106 people.

There is a registered manager in post. 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.

People were protected from the risk of harm because they were cared for by staff who understood how to recognise and respond to abuse. Staff were not employed until required checks had been carried out to ensure they were suitable to support people in their own homes.

People and their relatives were involved in the planning of their care and in their reviews. The registered manager encouraged people to raise any concerns and people were confident that action would be taken by the management team to resolve any issues.

People were encouraged to maintain their independence and staff supported this. Staff provided care which was kind, compassionate and promoted people’s privacy and dignity. Staff had developed good relationships with the people they supported. People were supported to have choice and felt listened to and respected.

Staff received an induction at the start of their employment and ongoing training in order for them to provide care. The provider understood their responsibilities under the Mental Capacity Act (MCA). Staff were given training on these topics and showed their understanding of best interest decisions. Staff were supported by the management team and received regular feedback on their performance.

People knew how to make a complaint if they needed. The provider completed regular quality checks to ensure standards of care were maintained. People’s views were sought about the quality of their service on a regular basis and the results fed back to them. Any areas for improvement were identified and acted upon. People were aware of who the management team were and felt they were approachable and listened to them.

People's needs were assessed and care was planned and delivered in line with their individual care plan. Risks to people's health had been identified as had the actions staff should take to minimise those risks. This ensured people's safety.

People told us they felt safe in the presence of their carer workers. Staff demonstrated a good understanding of safeguarding procedures. This meant that steps had been taken to ensure people were protected from the risk of abuse.

Recruitment and selection procedures were in place at the agency but could be improved to protect the safety of people using the service. This is because references on the files checked did not provide a full account of staff's work history and suitability to work with people using the service.

People who used the service and their representatives were asked for their views about their care and treatment and they were acted on. This meant that the service was responsive to people's comments and needs.

The provider took account of complaints and comments to improve the service.