Tigheaven Ltd

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has changed to requires improvement: This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 55 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We received mixed feedback from people and relatives about the care they received. A relative told us, “All the staff are lovely and [staff member] is really very good. They talk with [person], they are patient with them and are kind.” Another relative told us, “[Person] said, “Don’t take my carers away, I love my carers” No improvements needed.”

However, 2 relatives told us, “[Staff member] is really good and we have another carer and she is good too but the others do not chat and do not understand [person]” and “Some of the carers are excellent but some are not. One of them comes in on the phone and does not engage with [person] at all. Some carers do not seem to be experienced in care.”

People told us staff were attentive to their individual needs and treated them well. A person told us, “It’s all fine at the moment. I think the care is more individual than corporate.” Another person told us, “I have 2 carers come, I trust them completely and they have a passion for care, they are in the right job.” A relative told us, “The carers are so good. They deal with [person] really respectfully.” Another relative told us, “The carers are very good at what they do. [Person] is really fixated on placing things and they always accommodate them. They make sure everything is exactly where [person] wants it to be and do anything they need and double check. They are so good.”

However, people’s individual needs, preferences, personal, cultural, social and religious needs were not reflected in care records, therefore we could not be assured people’s care, support and treatment met their needs and preferences at all times. A relative told us, “New carers come in sometimes to fill in for holidays for example and sometimes they are not respectful, do not listen to what I want them to do and they do not have the same skills as the regulars, so they do need to listen.”

People and relatives told us their choice and independence were promoted. A person told us, “Yes I have all female carers which is what I want.” Another person told us, “They [staff] encourage me to do anything I can for myself, so when I have a shower, they put cream on the back of my legs but they encourage me to put the cream on the front.” A third person told us, “The carers do encourage me to get up and walk around and walk up and down with my frame, not just sit there!” A relative told us, “The carers encourage [person’s] independence.”

However, care records showed a lack of involvement from people and relatives in making choices about their daily needs and the level of support they required.

We were not assured there was an effective system in place to respond to people’s immediate needs. Staff were aware of contacting the registered manager to respond to immediate concerns and people were supported to use appropriate aids when they may need urgent help or support. A person told us, “They always make sure I have my Careline button then I can press it if I need help.” A relative told us, “There is one we have in the morning, [staff member], and she is ‘on it’ and if she thinks something isn’t right, she will challenge me and she is so patient with [person].”

However, there was no information in people’s care records to ensure staff had enough guidance about people’s needs, what signs and symptoms to look out for, how to recognise and respond to any changes in people’s health needs and who they had to report to if they had any concerns including relevant healthcare professionals.

Staff we spoke with told us they felt supported by the registered manager. Staff told us they could raise any concerns, and they were confident they would be addressed.