Tigheaven Ltd

Updated 7 December 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team

This consisted of one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of service.

Service and service type

Tigheaven Ltd is a domiciliary care agency. It provides personal care to people living in their own homes.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the provider 48 hours’ notice because we needed to ensure somebody would be available to assist us with the inspection. Inspection activity started on 10 September and ended on 26 September 2019. We visited the office location on 26 September 2019 to see the registered manager, office staff and to review care records and policies and procedures. An Expert by Experience made telephone calls to people and their relatives on 10 September 2019.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. This included any significant incidents that occurred at the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We also contacted the local authority commissioning team and reviewed the last inspection report. We used all of this information to plan our inspection.

During the inspection

We spoke with two people and two relatives about their experiences using the service. We spoke with four members of staff. This included the registered manager, a member of the office staff and two care workers. We reviewed three people’s care records and two staff files that included recruitment, training and supervision records. We also reviewed records related to the management of the quality of the service.

After the inspection

We continued to seek clarification from the provider to validate evidence found in relation to people’s care and support and information related to the inspection. We did not receive any feedback from the health and social care professionals we contacted.

Updated 7 December 2019

Tigheaven Ltd is a domiciliary care agency. It provides personal care and support to people living in their own homes. At the time of the inspection nine people were using the service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People's experience of using this service

People had care assessments that identified their needs. Risks associated with people’s health and well-being needs were identified and managed well to mitigate risks found. The provider’s safeguarding policy and training guided staff on how to identify abuse and to report any allegations of abuse appropriately.

People had staff support with the administration of their medicines in a safe way. Medicine administration records were reviewed to ensure these were completed accurately.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People identified their own social activities and participated in these as they chose. People had meals that met their preferences, choices and cultural needs when this was arranged as part of their package of care.

People and their relatives told us they were satisfied with the care and support received and with the management of the service. People understood how to make a complaint about the service if they were unhappy with aspects of their care.

Rating at last inspection and update:

The last rating for this service was requires improvement (published 11 October 2018) and there was one breach of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected:

This was a planned inspection based on the previous rating.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk.