Tiggo Care

Updated 5 October 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

This inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care for people living in their own houses and flats. This includes older people, people with dementia, people with a physical disability, learning disabilities or autistic spectrum disorder and sensory impairment.

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

This inspection was announced. The service was given 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. Inspection activity started on 12 September and ended on 28 September 2022. We visited the provider’s office on 13 September 2022.

What we did before the inspection

We reviewed all the information we had received about the service since the last inspection. We used all this information to plan our inspection. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

During the inspection

We spoke in person with the registered manager. We contacted and spoke with two people using the service, three relatives, and six staff to get their experience and views about the care provided. We reviewed a range of records. This included four people’s care and medicine records. We looked at three staff files in relation to recruitment, training and staff supervision. We checked a variety of records relating to the management of the service, including audits, policies and procedures. We continued to seek clarification from the provider to validate evidence found. We requested additional evidence to be sent to us after our inspection. This included special initiatives unique to the provider, employment information, training matrix and audits. We received the information which was used as part of our inspection.

Updated 5 October 2022

About the service

Tiggo Care is a domiciliary care agency providing care and support to people in their own homes and flats.

The Care Quality Commission (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 the inspection six people using the service were receiving personal care.

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

A safe service was provided for people. Enough, appropriately recruited staff were employed to meet people’s needs. This meant people were supported to enjoy their lives and live safely. Risks to people were assessed, monitored and recorded by the provider management team and staff who updated records as required. Accidents, incidents and safeguarding concerns were reported, investigated and recorded appropriately. Medicines were safely administered, and people prompted to take their medicines, as needed. Infection control procedures were followed.

People and their relatives said that effective care was provided, they were not subject to discrimination and their equality and diversity needs were met. The staff were well-trained and supervised. People and their relatives also told us staff provided good care that was focused on and met people’s needs. Staff encouraged people to discuss their health needs, and any changes to them or concerns were passed on to appropriate community-based health care professionals. This included any necessary transitioning of services if people’s needs changed. Staff protected people from nutrition and hydration risks, and people were encouraged to choose healthy and balanced diets that also met their likes, dislikes and preferences.

People and their relatives said staff provided care and support in a friendly way which paid attention to small details that made all the difference. Staff acknowledged people’s rights to privacy, dignity and confidentiality and people felt respected. Staff encouraged and supported people to be independent and do things for themselves, wherever possible. This improved their quality of life and promoted their self-worth. Staff were compassionate, cared about people and passionate about the people they provided a service to.

The provider was responsive to people’s needs and assessed, reviewed and appropriately adjusted their care plans as required. This included any communication needs. Staff provided people with person-centred care and people were given choices and encouraged to follow their routines, interests and maintain contact with friends and relatives so that social isolation was minimised. People were given enough appropriate information about the service to make their own decisions regarding whether they wished to use it. Complaints were recorded and investigated.

The provider’s culture was open, positive and had a clearly identified leadership and management structure. The provider had a clearly defined vision and values that staff understood, followed and they were aware of their responsibilities and accountability. Staff were prepared to raise any concerns they may have with the provider and take responsibility. Service quality was regularly reviewed, and any required changes made to improve the care and support people received. This was in a way that suited people best. The provider had established effective working partnerships that promoted the needs of people being met outside its remit. Registration requirements were met.

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.

Why we inspected

This service was registered with us on 26 April 2022 and this is the first inspection.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Tiggo Care on our website at www.cqc.org.uk.