TLR Healthcare

The provider was unable to demonstrate call scheduling was always effectively planned. Staff did not always stay for the full duration of their scheduled care visits. Staff did not always report all accidents and incidents through the providers reporting processes. The providers systems did not always provide enough detail to manage risks to people and to protect them from the risk of harm. The provider had systems and processes in place to safeguard people from the risk of abuse. Staff received training and understood their responsibilities to safeguard people. Staff were recruited safely and received ongoing training and support within their roles. Staff managed medicines and treatments safely and met people’s needs.

The provider had not established and operated effective systems and procedures to assess and monitor the safety and quality of the service. During our assessment of this key question, we found concerns around provider audits, oversight and leadership of the service which resulted in a breach of Regulation 17 Good governance of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can find more details of our concerns in the evidence category findings below.

The registered manager had oversight of the needs of individual people and staff. They were suitably qualified and experienced. There were opportunities for staff to share their views about the quality of the service. The provider and registered manager were working with local authority commissioners to implement improvements to meet their commissioned contractual requirements.