TNC Healthcare Limited

Risk and medicine management plans did not always contain the necessary detail. This meant staff did not always have access to guidance on how to support people to manage their medicines and reduce people's risks.

The provider had identified effective quality monitoring systems were needed to manage and monitor the service. A dedicated staff member had been identified to train and assess staff and the provider was implementing a new data care management system. However, more time was needed to identify if these improvements would be effective in assisting the registered manager in monitoring the service. 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. However, the provider's processes to record and manage people's mental capacity were not clear when using their current care management platform. We have made a recommendation about the assessment of people's mental capacity using the principles of the Mental Capacity Act 2005 (MCA).

The views from people and their relatives were valued by the registered manager. Any feedback helped them drive improvements. Lessons were learnt and improvements were made when incidents occurred.

People and their relatives praised the caring nature of staff. They told us they were supported by regular staff who were reliable and familiar with their needs. Staff understood the importance of reporting any safeguarding concerns, incidents or changes in people's health and well-being.