TLC Care at Home Ltd

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.

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.