Tailormade Healthcare Head Office

Updated 2 November 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 an 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

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

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 who was also the provider.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because we wanted to be sure there would be people available to speak with us.

What we did before the inspection

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 1 person using the service and 6 relatives about their experience of the care provided. We also spoke with the provider and 4 care workers.

We reviewed a range of records including 3 people’s care and medication records. We looked at 3 staff files in relation to recruitment, training, and staff supervision. We also reviewed records relating to the management of the service, including policies and procedures.

Updated 2 November 2023

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

About the service

Tailormade Healthcare Head Office is a domiciliary care agency registered to provide personal care and support to people in their own homes. The service is registered to provide support to older and younger people, people with a learning disability or autistic spectrum disorder, people with dementia, people with mental health needs, and people with a physical disability and/or sensory impairment. When we inspected there were 8 people using the service.

At the time of the inspection the service provided a regulated activity to people with a learning disability and/or autistic persons. We assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a service for this population group.

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

Right Support:

Staff supported people to remain independent in their own homes and involved them in decisions about their care and support. A person said the provider and staff ‘are good and they listen to me’. 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.

Right Care:

People had regular staff who were knew them well and were knowledgeable about their needs. Staff followed personalised care plans written in conjunction with people and their relatives to ensure the care was how they wanted it. A relative said, “It’s very rare to have such receptive managers and carers who respond to [family member’s] needs in such a caring manner.” Staff treated people with kindness and respected their privacy and human rights.

Right Culture:

The service was small and bespoke. It had a positive culture that was person-centred, open, inclusive, and empowering. The provider knew, valued, and supported all the people using it, their relatives, and staff. The service was well-managed, and people and relatives said they would recommend it for many reasons including ‘because they do everything they say they will do’ and ‘because of their compassion and attention to detail’. The provider carried out quality checks and made improvements where necessary.

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 good (report published 2 February 2018).

Why we inspected

We received concerns in relation to staffing and people's care. As a result, we undertook a focused inspection to review the key questions of safe and well-led only. 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 not changed from good. We found no evidence during this inspection that people were at risk of harm from this concerns.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Tailormade Healthcare Head Office 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.