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Total Healthcare Limited

Overall: Good read more about inspection ratings

Allia Future Business Centre, London Road, Peterborough, PE2 8AN (01733) 793973

Provided and run by:
Total Healthcare Limited

Latest inspection summary

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Background to this inspection

Updated 1 June 2022

The inspection

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.

Inspection team

This inspection was carried out by two inspectors and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

We reviewed information we had received about the service since they first registered. We sought feedback from the local authority, Healthwatch and professionals who work with the service. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.

We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

This performance review and assessment was carried out without a visit to the location’s office. We used technology such as video calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation.

We spoke with six people and two of their relatives about their experience of the care. We spoke with two external health and social care professionals and seven staff members including the registered manager. We reviewed three care plans and medicine records as well as looking at two staff files and various documents relating to the quality monitoring of the service.

We announced this inspection on 21 April 2022. Inspection activity started on 25 April 2022 where we began to speak with staff and health and social care professionals. We also requested various documentation be submitted for review. On 27 April 2022, the Expert by Experience spoke with people and their relatives. Between 28 April 2022 and 16 May 2022 we reviewed various documents and continued to speak with staff. The inspection process ended on 19 May 2022 following feedback given to the registered manager and provider.

Overall inspection

Good

Updated 1 June 2022

About the service

Total Healthcare Limited is a domiciliary care agency providing personal care. The service provides support to people with a variety of needs including physical disabilities and mental health conditions.

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. At the time of our inspection there were 20 people using the service.

People’s experience of using this service and what we found

People told us they were happy with the care they received. They told us they felt safe and staff were caring, kind and knew them well. One person told us, “I think the staff are fabulous. I’m treated like a human being and I love [the staff] to bits. Office staff are always helpful too.”

People had their needs assessed and detailed, personalised care plans and risk assessments were supported by staff who understood how to provide a personalised approach to care. People were asked for their consent and their decisions were respected.

People had input from external professionals when required. Staff had received training about how to use any equipment or to understand the impact of various health conditions on each person. This ensured staff supported people with all aspects of eating and drinking, mobilising and receiving medicines safely and correctly.

People were asked for their views about the care and the service as a whole and felt confident they could make a complaint if required and it would be resolved. 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.

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

Rating at last inspection

This service was registered with us on 10 December 2020 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date the provider was first registered with the Care Quality Commission (CQC).

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.