Tehy Care Group Ltd

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• 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

Staff had a good understanding of people's needs, and information in the care plans supported this. However, care and support was not always planned in a person-centred way as care reviews did not always confirm people had been involved in these reviews and people were not always happy with the timings of their calls.

This service scored 54 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Whilst people and relatives told us staff delivered the care planned, it was not always delivered at the time people chose. However, relatives told us staff understood their family member’s needs. A relative said, “I think they do understand [family members] needs.”

Staff were aware of people’s care and support needs and understood what person-centred care meant. A staff member told us, “I achieve continuity of care by knowing a service user’s preferences, care and support needs. Examples of person-centred care are placing service user’s values at the centre of care, providing emotional support, involving friends and family, making sure they are physically comfortable and safe.”

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We received mixed feedback from relatives about receiving communication. A relative told us some staff had strong accents which meant their family member could not always understand what staff were saying. However, other relatives told us they were happy with the communication received from staff and the service.

Staff were aware of people’s communication needs. A staff member told us, “I have a way of communicating with my client, they like music, I hold their hand and dance with them, they also like hugs.”

Care plans recorded any needs people had in relation to communication needs. The provider understood their responsibility to ensure people had access to information about their care and support in an accessible format in line with AIS. However, we were not assured care was always planned in a person-centred way.

We received mixed feedback about contact provided to people and relatives. Not all relatives we spoke with received consistent contact from the provider. A relative told us, “I have not been contacted for any feedback or updates.” However, another relative told us they were contacted by the service monthly. We did see telephone monitoring calls in care plans which were positive however did not always match what people or relatives fed back to us.

Staff told us they supported people to speak up about their care and support. However, we were not assured the leadership of the service was always listening to what people said or effectively sought and recorded their views.

The provider used telephone monitoring calls to check if people were happy with their care and support. The reviews of people’s care did not always confirm people and their relatives had been involved.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People using the service were supported by their families to access other health and social care professionals when required. The feedback was mixed from relatives about the way people’s care was delivered.

Staff had received equality and diversity training and understood their responsibility to protect people’s rights and avoid discrimination. A staff member told us, “Equality and diversity are ensuring everyone has equal opportunities regardless of their abilities, background or lifestyle.” Another staff member said, “It means treating all service users equally according to their needs.”

The service only had a small amount of people using regulated activities. The service worked with hospital discharge teams when people were referred to them. The provider told us whilst most people accessed other professionals via their families the staff followed any advice given.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.