TLC Support Services Limited

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. 'Right support, right care, right culture' is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

At the time of the assessment, the location did not care or support for anyone with a learning disability or an autistic person. The provider told us they were not actively looking to support anyone with this primary need. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.

People and relatives consistently told us they felt safe, valued and exceptionally well supported. Relationships between people, staff and leaders were strong, trusting and meaningful. Staff demonstrated a deep understanding of people as individuals and delivered highly personalised care that reflected people’s preferences, routines, life histories and aspirations. Care was delivered with outstanding kindness, compassion and dignity, and people were empowered as active partners in their care, promoting independence, choice and control wherever possible.

Systems were in place to protect people from abuse and avoidable harm, including effective safeguarding arrangements, risk management and infection prevention and control. Medicines were mostly managed safely, with clear oversight and learning used to drive improvement. Staffing levels supported continuity and quality of care, although some recruitment records required strengthening to ensure full assurance.

Care was consistently effective and achieved excellent outcomes for people. Leaders and staff worked collaboratively with health and social care professionals and proactively adapted care to improve people’s wellbeing and quality of life.

Leadership was a significant strength of the service. Leaders were highly visible, compassionate and values‑led, creating an exceptional culture where high standards were embedded as the norm. Staff felt supported, listened to and enabled to thrive, which directly contributed to the delivery of consistently high‑quality, compassionate and person‑centred care that exceeded expected standards.