TLB24/7 Healthcare Ltd - DCA

Updated 2 August 2023

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 Health and Social Care Act 2008.

Inspection team

The inspection was carried out by 1 inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

TLB24/7 Healthcare Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations. At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave short notice of the inspection as we required information to be shared with people prior to contacting them. Inspection activity started on 21 June 2023 and ended on 19 July 2023. We visited the location’s office on 6 July 2023.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 8 people who used the service and 12 relatives about their experience of the care provided. We spoke with 11 members of staff including the registered manager, care manager, care workers and office staff. We also received feedback form 5 health care professionals.

We reviewed a range of records. This included 5 people’s care records, multiple medication records, staff files in relation to recruitment and staff supervision and quality monitoring records.

Updated 2 August 2023

About the service

TLB24/7 Healthcare Ltd is a domiciliary care agency and provides personal care to people living in their own homes. At the time of our inspection there were 161 people receiving care and support.

Not everyone who used the service received personal care. 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.

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

There were quality monitoring systems in place, which were effective. They had identified areas for improvements in documentation. For example, medicine management and recruitment. At the time of our inspection the provider was implementing new systems, staff training and competence checks to ensure new systems were embedded into practice.

We have made a recommendation regarding governance systems.

People received safe care and support that met their needs. People were happy and felt safe. One person said, “I am quite happy with them [staff]. They are lovely, and I do mean that, and they will do anything for you. They are very friendly.” Staff understood risk management and medication was given as prescribed. Staff received training and competency assessments.

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. Staff were aware of what actions to take to safeguard people from the risk of abuse. The registered manager kept a record of safeguarding concerns and monitored the outcome. Accidents and incidents were analysed and evidence to show what actions had been taken to mitigate future incidents.

People, relatives health care professionals spoke very highly of the management team and felt they were approachable, listened and resolved any issues immediately. Staff told us they worked well as a team and were supported.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was requires improvement (published 14 August 2021) and was in breach of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulation.

Why we inspected

This was a planned inspection.

This was a focused inspection. For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating. The overall rating for the service has changed from requires improvement to good based on the findings of this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for TLB24/7 Healthcare Ltd on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.