29 June 2023
During an inspection looking at part of the service
TLC Community Services Limited is a domiciliary care service providing personal care to people in their own home. At the time of our inspection there were 32 people using the service.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
The content and accuracy of care records, risk assessments and medicines records were not always sufficient. We have made a recommendation about improving risk assessments. Management audits had not always identified errors and omissions in records and as a result people were placed at risk of harm.
People were happy with the way care was delivered and told us they felt safe. The provider had effective safeguarding systems in place. Staff received regular safeguarding training and felt confident to report concerns. There were enough staff to care for people safely. People said staff spent the right amount of time with them during visits and no missed calls were reported. The provider completed pre-employment checks on new staff prior to employment and new staff completed a comprehensive induction. The provider had a robust infection prevention and control system in place and staff had training in this area.
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.
Staff delivered care in a person-centred way. People were supported by the same regular team of staff wherever possible. People told us communication with the provider was good. Staff were happy in their work and understood the importance of their role. The provider sought the opinions of people using the service and staff. People felt confident in the management of the service and staff felt well supported.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 4 September 2018).
Why we inspected
This inspection was prompted by a review of the information we held about this service.
We undertook a focused inspection to review the key questions of safe and well-led only. For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for TLC Community Services Limited on our website at www.cqc.org.uk.
Enforcement and Recommendations
We have identified a breach in relation to the management oversight at the service, including quality checks and accurate record keeping at this inspection.
We have made a recommendation about improving risk assessment details.
Follow up
We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.