We carried out a review of the data available to us about TLC Care at Home Ltd on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about TLC Care at Home Ltd, you can give feedback on this service.
TLC Care at Home Limited (TLC) is registered to provide personal care to people living in their own homes. There were 68 people receiving support with their personal care at the time of the inspection.
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 and what we found
People were cared for by staff and the management team who were passionate about providing quality care and supporting people well. They demonstrated consistent empathy and understanding. People were supported by staff who were warm and considerate towards them, who people considered friends. The management team and staff consistently went the extra mile and followed the ethos of “Giving something back.” Excursions, and events were arranged to improve people’s well-being. There was innovative use of technology to improve people’s safety and people’s health and well-being outcomes. People were supported to remain safe and were assured by the support of caring staff. People and their relatives felt involved and supported in decision making. People's privacy was respected, and their dignity maintained. Additional learning for staff and systems were in place to improve people’s independence and health outcomes so they could stay in their own homes.
The management team were open, approachable and focussed on providing person centred care. They were passionate about the support staff provided and their ethos was a family business that really cared about people. People knew the management team and were confident they cared. People were supported by staff who were valued and listened to and consistently ensured people received quality care. They completed checks to monitor and improve the quality of the service provided. The management team and staff engaged well with other organisations and had developed positive relationships. The management team worked on promoting strong community links to ensure people could access the support they needed.
People were cared for by staff who knew how to keep them safe and protect them from avoidable harm. Skilled, knowledgeable staff were available to meet people's needs. People’s risks were assessed and plans in place to guide staff. Safe systems were in place for the management of medicines when people needed support with this. Staff understood and followed infection control and prevention procedures. Incidents and accidents were investigated, and actions were taken to prevent recurrence.
People's needs were assessed, and care was planned and delivered to meet legislation and good practice guidance. Care was delivered by staff who were well trained and knowledgeable about people's needs and wishes. 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 and their relatives were positive about the service and the care provided. Staff had the information they needed to provide personalised support. Suggestions and ideas were acted upon from people, families and staff. Staff and the management team were flexed the service where possible to support people’s individual needs. People's concerns were listened to and action was taken to improve the service as a result. When people needed support at the end of their life the service had skilled staff and systems in place to provide quality support.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 8 March 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
TLC Care at Home Limited (TLC) is registered to provide personal care to people living in their own homes. There were 37 people using the service on the day of our inspection.
A registered manager was in post and was present during our inspection. 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 supported by staff who understood how to recognise and report abuse. The risks connected with people's care and support needs had been individually assessed and plans introduced to manage these. People were involved in decisions about the risks affecting them. The provider assessed, organised and reviewed their staffing requirements based upon people's care needs. The provider followed safe recruitment practices. Systems and procedures were in place to ensure people received their medicines safely.
Staff had the necessary skills and knowledge to meet people's needs. They received effective induction, training and support from the provider. People's rights under the Mental Capacity Act 2005 were protected by the provider. People received the level of support they needed with eating and drinking. Staff helped people to access healthcare services.
Staff adopted a caring approach towards their work, and took the time to get to know people as individuals. The provider encouraged people's involvement in care planning and decision-making. Staff protected people's dignity and privacy. Staff and management had gone beyond their duty to provide a person centred care service to people.
People received care and support that was tailored to their needs and preferences. Staff had the time to read and followed people's care plans. People and their relatives knew how to complain about the service and felt comfortable about doing so.
The provider encouraged an open, on-going dialogue with people, their relatives and the staff team. Staff felt well supported and were clear about what was expected of them. The provider had quality assurance systems to reflect on and drive improvement at the service.