TC Care Global Ltd

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

The service was responsive and has been rated good.

People received person centred care. Continuity of care was maintained, with dedicated staff assigned to people were possible. People and relatives said they could contact staff or the management team and communication was good.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and relatives said care staff understood each person’s individual needs. Staff provided good person-centred care. People and their relatives confirmed they had been included in care planning and any changes needed were addressed by the management team. Comments included, “I must say they are very helpful and caring. When my care plan is reviewed, and I mention any changes I might require they are very helpful. I am always a full part of the discussion.”

The service delivered flexible, good quality care to a range of people with diverse healthcare needs. People and relatives praised care staff. The new manager was working on improving the rota to make travel time easier for staff and provide continued consistency of staffing for people. We did receive some comments from staff about issues with payments for travel times and contacted the manager for them to review this.

People and relatives said they had enough information about the service. People said they could get in touch with management when they needed to. The new manager said that office staff kept in touch with people via phone calls or visits to check care was being delivered well. Various policies and procedures were in place to help support staff and people with information they may require.

People and their relatives said they had no problems with contacting the management team if they had a cause for concern. No concerns were raised by people or their relatives. Surveys were sent out to people and their relatives to complete with feedback on the service provided. The responses received from surveys were all positive but needed to be fully analysed and outcomes shared. Any complaints or concerns were dealt with well and processes were in place to support this.

People told us they received care and support when they needed it. They said they were treated fairly, and no discrimination was experienced. The provider worked to ensure people received care and support when they required it. We did not receive any concerns from external agencies regarding any form of discrimination. Out of hours support was available using on-call procedures.

People believed they were treated fairly. Spot checks, surveys and contact via telephone were conducted to gain feedback on experiences of care with people. In a survey completed recently, one person wrote, “Excellent – love them.” Management told us they changed care and support as people’s needs changed.

People did not give feedback on whether the service was involved in planning for their future. The provider was aware of which people had ‘do not resuscitate’ information in place. The provider was reviewing care plan information and was going to ensure planning for the future was fully updated, including what staff should do in the event of a death, and any cultural issues needing attention.