TLC Home Care Solutions Ltd

People had access to a range of healthcare services when needed. The provider worked with other organisations to help ensure people received effective, high quality care. 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. Staff received an induction when they started working for the agency and were supported in their roles through regular training and supervision.

People told us the staff that supported them were caring and considerate. Staff treated people with dignity and respected their privacy. People's needs were assessed before they stated using the service. They were involved in the planning of their care and were supported to make day to day decisions about the support they received. People's care plans reflected their individual needs and preferences. They included information about people's end of life care preferences, where they had been happy to discuss this. Staff promoted people's independence when supporting them.

The provider had a complaints procedure in place and people expressed confidence that any issues would be addressed appropriately if they had concerns. Staff spoke positively about the working culture at the service. They told us they worked well as a team and received good support from the registered manager.

The registered manager demonstrated a good understanding of legal requirements and the responsibilities

of their role. The provider carried out a range of checks and audits to help identify any potential service issues to help drive improvements. People's views of the service were sought on a regular basis through home visits and an annual survey. Survey feedback showed the people experienced positive outcomes from the service they received. This was reflective of the feedback we received from the people and relatives we spoke with.