TC Care Global Ltd

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• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

The service was effective and has been rated good.

The provider completed an assessment of people’s individual needs with them and their relatives when joining the service. Care plans did not always outline people’s specific needs or how to support them. The provider was working to address this. Staff respected people’s rights and promoted their independence. Staff felt supported by the new manager. Staff received mandatory and other suitable training to ensure they could meet people’s individual needs. This was in the process of being reviewed, particularly regarding medicines management.

This service scored 67 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People felt involved and included in their initial assessment of needs and regular reviews. One person said, “I rang the office to switch nights, and they were very helpful. I have spoken with the new manager already. She called in yesterday with my care manager. She is going to come again making sure that my care plan is up to date. She has been in care for many years and fully understands people’s needs.” Staff and the management team knew people well, but care plans were lacking in some detail which was in the process of being reviewed. Sustained improvement was needed to the detail and cohesiveness of assessment records and care plans.

People were very satisfied with the way their care was delivered. Comments included, “They are very friendly and make you feel valued. They are genuinely interested in your care. They know how to be caring.” Care records did not contain sufficient detail to guide staff in how to provide best practice care, although staff knew people well so there was no impact on people.

People said staff worked well together and with other healthcare professionals. Staff were prepared to step in to provide continuity of care where there were any unexpected gaps in the rota. We received no concerns from partner agencies about working relationships. The provider held meetings with staff to share information.

People said they had been supported by staff to access health care services when needed. Comments included, “The carers get me ready to go to (regular appointments). Always washed and dressed and ready to go, never late.” There was evidence to suggest staff had worked with external health care professionals, including district nurse teams, for the benefit of the person in their care. Monitoring processes were in place for management to observe the health needs of people. This included review of daily diary entries.

People and relatives said they were very happy with the care provided and staff had improved the outcomes for people wherever possible. People gave positive feedback about the way staff made sure they had enough to eat and drink. Relatives said this attention had improved people’s health. Staff were quick to identify any changes in people’s needs and notified management of this. The provider was in the process of utilising the new IT system which would further promote better outcome monitoring.

People said they were asked for their consent about the level of support and care they received. Comments included, “They never just start to do anything they always ask before doing it.” Staff had completed Mental Capacity Act training and understood the need for consent. They promoted people to make their own decisions wherever possible. Where people had lasting power of attorney, this was respected. The provider had policies and procedures in place to support capacity assessments and best interest decisions.