Tigheaven Ltd

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 provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has changed to requires improvement: This meant people’s needs were not always met.

We found the provider to be in breach of 1 legal regulation in relation to person centred care.

This service scored 46 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Effective systems and processes were not in place to ensure there were complete and contemporaneous records about people’s care and treatment. The service had no care plans in place. The service used care order forms completed by the local authority as people’s care plans. Therefore, people were at risk of receiving care that was not person centred and appropriate to their needs.

People using the service had complex needs such as learning disabilities, diabetes, heart conditions, dementia, stoke and osteoarthritis. Records did not fully reflect and provide adequate detail about people’s health needs, the support they needed and risks to their health, safety and wellbeing.

The language used was often a list of instructions and tasks staff needed to do and lacked guidance on how people should be supported safely in accordance with their needs and preferences. For example, 1 person records stated ‘1 carer has to support with wash and needs full help with dressing’ with no further detail as to how this should be done.

We discussed the issues in relation to care plans with the registered manager and were sent 2 care plans completed by the service. However, the care plans were still not adequate and were a list of tasks with no guidance detailing how people should be supported. For example, for a person who received their care in bed, the care plan stated, ‘personal care which includes assistance with a full bed bath, oral care, clothes change.’ Another person required specific support with a feeding tube with their nutrition and medicines, however there was no guidance detailing how this should be done safely. The care plans also used the term ‘client’ to refer to people and lacked information in relation to people’s preferences, likes and dislikes.

There were no formal care review meetings in place with people and relatives in which people’s care was discussed and reviewed to ensure they were fully involved in making decisions about their care and that their needs were being and continued to be met appropriately. A relative told us, “[Registered manager] said we are due for a review but hasn’t done one so far.”

The service engaged with health and social care professionals to support people with their health needs when needed. A healthcare professional told us, “Tigheaven Ltd provides a safe, supportive, and person-centred environment for the individuals it supports. Its daily practice is evident in its collaboration with multi-agency professionals and commitment to promoting people's dignity and independence.”

Another healthcare professional told us, “The carers display professionalism, compassion, and a genuine understanding of the client's needs. They are responsive and respectful and show empathy in their daily interactions with people.”

We found information was not always provided to people in a way that was accessible and tailored to their individual needs. A family relative told us,“ We have a regular group of about six carers and then others. [Staff member] is really good but most of the carers don’t understand [person] and most of them don’t chat. [Staff member] is really good. She gives [person] the phone if she can’t understand and [person] types it in.”

People’s care records did not reflect their communication needs and detailed guidance in place for staff on how to best communicate with people.

Effective systems and processes were not in place to manage concerns raised by people and their relatives. The service had a complaints policy in place. A person told us, “I don’t have any complaints but if I did, I would always say something and I would go straight to [registered manager].” A relative told us, “No, I’ve never had to complain but I’d go to the office if I did.”

However, relatives also told us, “I complained about the medication being mixed and [registered manager] came out. I complained about one of the carers who we had to keep telling the same things.” Another relative told us, “I’ve raised two issues with [registered manager]. Firstly we had 1 carer who did not have the skills to hoist, they did come back after a while and had been trained so they were a bit better.”

Although the registered manager had responded to the concerns. There was no complaints file in place to ensure such concerns were recorded and there was effective oversight and learning of concerns raised by people and relatives.

People were supported to access the care, support and treatment they needed when they needed it. A healthcare professional told us, “Tigheaven Ltd upholds a person-centred and strength-based approach to care, ensuring that the persons’ wishes, choices, and preferences are respected, and autonomy is consistently promoted.”

Another healthcare professional told us, “TIG Heaven is providing thoughtful, flexible, and person-centred care to a person with complex needs. They communicate well, manage risks effectively, and make a clear positive impact on the person’s well-being. It’s the kind of service we need more of in adult social care.”

However, care records such as health passports were not in place to ensure people received the appropriate support in accordance with their needs when accessing healthcare services.

Care records for people contained limited information on their equality and diversity needs. Care records listed people’s religion, however there was no information detailing how people were supported with their cultural and religious beliefs. There was no further information recorded which showed if people had any protected characteristics and the support they may need to ensure there was no discrimination and human rights requirements were adhered to.

Equality and diversity policies were in place, however staff had not completed equality and diversity training. The registered manager told us they were in the process of arranging the training for staff.

No one at the service currently received end of life care. The registered manager told us, if and when required they would work with people, family members and other healthcare professionals to ensure people's end of life wishes were met.