9 February 2016
During a routine inspection
Tailored Care Limited is a care service registered to provide personal care and support for people in their own homes. At the time of our inspection they were providing care and support for 106 people.
There is a registered manager in post. 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 were protected from the risk of harm because they were cared for by staff who understood how to recognise and respond to abuse. Staff were not employed until required checks had been carried out to ensure they were suitable to support people in their own homes.
People and their relatives were involved in the planning of their care and in their reviews. The registered manager encouraged people to raise any concerns and people were confident that action would be taken by the management team to resolve any issues.
People were encouraged to maintain their independence and staff supported this. Staff provided care which was kind, compassionate and promoted people’s privacy and dignity. Staff had developed good relationships with the people they supported. People were supported to have choice and felt listened to and respected.
Staff received an induction at the start of their employment and ongoing training in order for them to provide care. The provider understood their responsibilities under the Mental Capacity Act (MCA). Staff were given training on these topics and showed their understanding of best interest decisions. Staff were supported by the management team and received regular feedback on their performance.
People knew how to make a complaint if they needed. The provider completed regular quality checks to ensure standards of care were maintained. People’s views were sought about the quality of their service on a regular basis and the results fed back to them. Any areas for improvement were identified and acted upon. People were aware of who the management team were and felt they were approachable and listened to them.