Tania Brown Limited

At the time of our inspection 52 people were using the service, although only 8 people were in receipt of the regulated activity of personal care, and included in this assessment. Personal care is help or support with tasks related to personal hygiene and eating.

The service was exceptionally well led, by a registered manager and clinical lead, for whom positive feedback was provided by case managers and professionals working with the service. The management team placed people at the centre of the service, which was in line with the provider’s visions and values. Constructive and effective working relationships had been formed, with regular communication provided to ensure people’s wider support networks were up to date with people’s care and rehabilitation. There was a positive culture at the service, with case managers feeling empowered to speak up and challenge practice or decisions. Audits and governance processes were completed regularly, with processes in place to monitor and drive improvements.

People received safe care. Case managers and support workers were trained and received ongoing supervision and support to ensure they could carry out the roles safely and effectively. Accidents and incidents were recorded, investigated and reviewed to help prevent recurrence. Safeguarding policies were up to date and concerns had been escalated timely and in line with guidance. Risks to people had been assessed, with clear guidance in place for how these would be mitigated. Medicines were managed safely.

Detailed assessments had been completed when people were referred to the service, these helped form the care and rehabilitation plan which support workers would follow. The provider encouraged and promoted good practice, with management team members taking active roles in professional case management organisations, to help improve the service. People’s nutrition and hydration needs had been met, with modified diets provided safely. People’s consent was sought, and where they lacked capacity, the best interest process had been used. People’s health needs were met, with access to a range of medical and therapy professionals facilitated.

People and relatives spoke positively about the standard of care provided. Case managers effectively coordinated people’s support, ensuring they and their families, were fully involved in all decision making. People’s needs and wishes were met, and they were supported to set and achieve goals.

The service provided high-quality, person-centred care, with case managers striving to ensure people achieved the best outcomes possible. Effective partnership working and collaboration with others was essential in achieving this. People’s views were sought through regular review meetings and annual questionnaires. Information was provided in an accessible way and care records detailed peoples communication needs clearly, to ensure these would be met. People were supported to access aids and equipment to make their lives easier and promote independence.