Background to this inspection
Updated
18 April 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.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing.
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 the service 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 22 February 2023 and ended on 10 March 2023. We visited the location’s office on 28 February 2023.
What we did before the inspection
We reviewed the information we had received about the service. 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 used all this information to plan our inspection.
During the inspection
We spoke with the registered manager, 1 care staff and 1 relative. We reviewed 2 people’s care records including their risk assessment and care plan. We reviewed 3 recruitment, training and supervision records and other records relating to the management of the service.
Updated
18 April 2023
About the service
Total Loving Care Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. At the time of the inspection the service was providing support to 2 people with a personal care service.
People’s experience of using this service and what we found
People told us they were safe with staff. People were kept safe while using the service and staff knew people’s risks and how to reduce them, records showed this. Staff were knowledgeable in safeguarding procedures and were aware how to escalate concerns if appropriate action was not taken by the provider.
There were enough staff to provide safe care and support to people using the service. Staff were recruited to the service safely. People’s medicines were managed safely where the service was responsible.
People told us an assessment of their needs took place before they began to use the service and it made them feel involved in their care. Relatives were also involved where they acted on behalf of their family member, to ensure their needs were fully assessed and choices respected.
Staff received training to develop their skills and understanding. People told us staff demonstrated they had a good understanding of their needs and knowledge in how to provide safe care. Staff received regular support from the registered manager through supervisions.
People were supported to have a balanced diet and to have enough to drink.
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 kind and caring towards people and people told us they were treated with kindness and respect. People’s privacy and dignity was respected. The service was inclusive and did not discriminate, the registered manager welcomed all to use their service.
People appreciated being encouraged to maintain their independence as much as possible to feel empowered with tier care.
Care was personalised and meet people’s individual needs. Staff told us the information provided in the care plan was detailed and gave clear guidance on how care should be delivered to people.
People’s communication needs were met. People were provided with information on how to make a complaint should they wish.
People were positive about the management of the service. People, relatives and staff told us the registered manager was approachable and had time to speak with them when needed.
The registered manager had implemented extra monitoring to check the quality of care provided to people.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update – and update: The last rating for this service was requires improvement (published 16 December 2019) and there were breaches 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 regulations.
Why we inspected
This inspection was prompted by a review of the information we held about this service.