TLCCarers Ltd

People's experience of using this service People and their relatives said care workers provided safe care. Two people said, "I wanted professional people with high standards and I've been impressed with the carers" and "I feel very safe." However, what people told us and what we found did not always match. Risk assessments and management plans did not always contain enough detail to identify and mitigate risks.

People did not always receive their medicines as planned and staff did not always complete medicine administration records accurately. Medicines audits took place but did not find the concerns we identified with the management of medicines.

Regular monitoring checks of the service took place. However, they failed to identify issues in risk assessments and medicines management found.

The provider sought feedback from people using the service and their relatives via telephone calls and home visits. People gave positive feedback about the care and management of the service.

Staff completed safeguarding training which helped them to identify abuse and understand their responsibilities to protect people at risk from harm. Staff followed the provider's safeguarding procedures and knew how to report an allegation of abuse to the registered manager or local authority for investigation.

Staff had checks completed before their employment was confirmed. The rota showed enough staff were deployed to meet people's needs. People said regular care workers visited them and arrived on time.

There were suitable infection control and prevention methods in place. This was in line with government guidelines around the COVID-19 pandemic. This helped staff to reduce the risks of infection for people they supported.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and their best interests; the policies and systems in the service supported this practice.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk.