Tender Hands Homecare Ltd

Tender Hands is a domiciliary care agency providing personal care and support to people living in their own homes. At the time of the assessment, 8 people were receiving the regulated activity of personal care.

We found that people consistently received care and support in line with the principles of Right Support, Right Care, Right Culture. The model of care and the environment maximised people’s choice, control and independence at all times. Staff were exceptionally kind and compassionate, and they demonstrated an in‑depth understanding of the people they supported. Both staff and leaders were passionate about delivering person‑centred care that upheld people’s dignity, privacy and human rights.

The ethos, values, attitudes and behaviours of staff and leaders ensured people felt confident, included and empowered to make decisions about their lives as much as possible. Relatives spoke extremely positively about the service and the staff team.

Our assessment included a visit to the provider's office, discussions with people using the service and their relatives, and conversations with staff, including the registered manager and a member of the leadership team.

People and their relatives spoke positively about the care and support provided. They told us staff were caring, respectful and responsive to their needs. Staff demonstrated a good understanding of people's individual preferences and support requirements and were committed to delivering person-centred care.

During the assessment, we identified some areas where improvements were required. These related to aspects of the provider's recruitment processes and the management of people's medicines. We discussed our findings with the registered manager, who responded positively to our feedback and took prompt action to address the areas identified for improvement. This demonstrated a willingness to learn and improve the quality and safety of the service.