Tordan Healthcare

Updated 16 August 2019

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 Care Act 2014.

Inspection team

This inspection was carried out by two inspectors.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 28 hours’ notice of the inspection. This was because it supports people in their own homes and we needed to be sure that the provider or registered manager would be in the office to support the inspection. We inspected the service on 25, 26 and 29 July 2019.

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. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all this information to plan our inspection.

During the inspection

We spoke with three people who used the service and four relatives about their experience of the care provided. We spoke with 13 members of staff including the director, operations manager, registered manager, care manager, and nine support workers.

We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at six staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We spoke with one health and social care professional who had regular contact with the service.

Updated 16 August 2019

About the service

Tordan Healthcare is a domiciliary care provider based in the city centre of Manchester, providing personal care and community support to children and adults in their own home, including live in care and support to people with complex health needs. At the time of our inspection the service supported 15 people. Not everyone using the service receives personal care. CQC only inspects where people receive personal care. This includes help with tasks related to personal hygiene and eating. Where people receive support with personal care, we also consider any wider social care provided.

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

The ethos of Tordan Healthcare was extremely person centred, caring and responsive. Everyone we spoke with told us the staff were exceptionally kind, caring and would go out of the way to help them. Staff and managers showed genuine concern for people’s welfare. People told us that they were very happy with their support. One person said, “The service has done so much for me, I have a reliable care team.”

Staff were passionate about maintaining people’s independence and this was at the core of everything the service did. People were encouraged to do as much for themselves as they could and were supported to access community facilities to limit the risk of social exclusion. Holistic support reflected the needs, wishes and personality of each individual.

Staff were matched to the people they supported, building relationships and giving consistent support in a way people wanted their needs to be met. People told us they were fully involved in planning and reviewing their care and had a full say in how their care was delivered.

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.

The service was well led by managers who were dedicated to providing a service which was responsive to need. Systems to manage to governance of the service were in place, including regular feedback from people who used the service who told us that they were consulted about service delivery and were fully satisfied with the care and support they received.

Staff were highly motivated and skilled in their role. They had undertaken appropriate training and where specific needs were identified, they undertook further training to be able to meet them.

Rating at last inspection.

The last rating for this service was Good (12 January 2017)

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

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

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