TTTrippleCare Limited

The registered manager and nominated individual (the nominated individual is responsible for supervising the management of the service on behalf of the provider) did not always have effective systems in place to identify and make improvements to the service. Their quality monitoring systems had not identified the shortfalls which we had found.

People told us they felt safe with staff and the registered manager. People had risk assessments in place. Staff reminded people to take their medicines and there was a system for staff to follow to check medicines were administered safely. Although, we identified some improvements were needed in these areas.

Staff knew how to identify and respond to concerns about potential abuse. Although, the management of the service did not have a full understanding of their role in this situation.

There were enough staff in place to meet people's needs. Staff felt supported throughout their time at the service. Staff received regular training in key areas, supervisions and checks on their competency to do their jobs well.

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.

There were plans in place to ensure people were supported to have what they wanted to eat and drink. Relatives told us staff informed them when certain food supplies were getting low. People felt confident staff would respond appropriately if they were unwell.

People and their relatives spoke positively about how the staff were very caring and thoughtful. We saw people were involved in the planning of their care, so it fitted into their lives. Staff were respectful to people and their homes.

The management of Shehkina Care had ensured people were supported by regular staff who knew them and at times people had chosen. Staff were not under pressure to rush people or closely monitor their time.

Staff spent time with people and were directed by them. People had regular reviews of their care by the registered manager to check they were happy with the support from the service.

The management was not considering end of life planning or starting this conversation with people, to ensure they knew of their needs and wishes to prepare for this time in people's lives. We made a recommendation to improve end of life planning.

People, their relatives and staff spoke well of the registered manager and of how the service was managed. The registered manager and the nominated individual had created a positive culture at the service, which put people first.