Archived: Tydemans Homecare

At our last inspection we rated the service Good. At this inspection we found the evidence continued to support the rating of Good and there was no evidence or information from our inspection and on-going monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

There was a registered manager in post who was also the registered provider. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People said they felt safe. Comments included “I feel safe because I know someone is coming every morning.” Risks to people were assessed and care plans guided staff how to reduce the risks of harm to people whilst maximising their independence. Medicines were managed safely. Safe recruitment practices were followed.

People’s needs were assessed and regularly reviewed. Staff were trained to undertake their roles. Staff said they felt well supported. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice.

People and their relatives gave consistently positive feedback about staff. They said “I couldn’t ask for better staff; they are friendly, polite, professional, and nothing is too much trouble.”

Care plans were person centred. People were involved in regular care plan reviews. The service was responsive to people’s needs. One person said, “Sometimes [relative] goes to another family member’s house to stay to give me a break. Tydeman’s transfers the care to that house so [relative] gets exactly the same help. It is brilliant. It makes such a difference to get that support so [relative] is happy and well cared for, and I get a break safe in the knowledge that [relative] is looked after there.”

There was a positive culture that was embedded within the day to day running of the service. Staff spoke highly of the support they received from the registered manager and the deputy. There were robust quality assurance systems in place. The service had good links with the local community. People said the office was easily accessible because of its location. Comments included “It is lovely because it’s local and I can drop in the office. [Staff members] are always friendly and helpful.”

Further information is in the detailed findings below

People who we spoke with and their relatives told us that they were happy with the care and support they received. One family member told us 'all the carers are lovely, my mum likes them all.' Another person told us 'the carers notice when things aren't quite right with me, I feel like they really know me.'

Care records we reviewed contained assessments and guidance detailing the care and support a person required. We saw that these had recently been reviewed and any changes to care noted.

The agency liaised where appropriate with other providers and agencies. Staff we spoke with explained how they worked with district nurses and GPs to ensure that consistent care was given to people using the service.

Appropriate recruitment checks were carried out and recorded. New staff members completed an induction and attended core training. Staff we spoke with told us that they had been through an application and interview process before starting in their role.

Appropriate systems were in place for the safe handling of medication.

We reviewed the provider's complaints policy and procedure. This showed that the provider had a system for receiving and responding to complaints. People we spoke with told us that they knew how to make a formal complaint but had no reason to because the manager and staff addressed issues and concerns raised immediately.

We spoke with three people who received care from Tydemans Homecare, two families whose relatives received care, and three members of care staff. We also examined records, meeting minutes and surveys. People receiving care told us "They treat me very well and always make sure I'm comfortable", "I feel safe when they're here" and "I'd miss them dreadfully if they didn't come, they're like friends". Families told us that the staff were familiar with people's needs and the management team were very approachable.

Staff had received an appropriate induction and were also supported through a system of regular supervision and appraisals. Staff we spoke with felt supported by the management team particularly in furthering their skills and development.

The provider had effective policies and processes in place to ensure the CQC were notified of safeguarding incidents. Staff were able to demonstrate a good understanding of the safeguarding reporting process and people using the service were aware they could report concerns.

The provider's quality assurance systems were effective in ensuring the performance of Tydemans Homecare was adequately monitored, and that the needs of people receiving a care service were effectively assessed.