Tehy Care Group Ltd

Staff recruitment required improvement. Staff were given information about risk to keep people safe. However, some risk management information required further review to ensure all information was reflective of people’s current needs. We received mixed feedback in relation to staffing and people receiving their calls at the time requested. Safeguarding processes were in place and staff had a clear understanding of safeguarding people from abuse. Medicines were managed safely.

People’s needs were assessed prior to using the service. People’s care records included the person’s physical and mental health needs. People and those close to them participated in the initial assessment and reviews. 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 were supported with their hydration and nutrition needs if this was required.

People were treated with kindness. Their privacy and dignity was respected and the service was respectful of their wishes. This included supporting people to live as independently as possible. However, feedback regarding consistency of care was not always positive.

Staff had a good understanding of people's needs, and information in the care plans supported this. However, care and support was not always planned in a person-centred way as care reviews did not always confirm people had been involved in these reviews and people were not always happy with the timings of their calls.

The registered manager was not available during the assessment and we spoke with the nominated individual and the director. Throughout the assessment, we needed to explain the nominated individual’s role to them as they lacked understanding of their role. At this assessment, we were not assured by the leadership in place. We identified concerns in relation to recruitment of staff, updating of people’s care records and oversight of call monitoring.