We carried out a review of the data available to us about Total Living Care on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Total Living Care, you can give feedback on this service.
Total Living Care is a domiciliary care agency which provides personal care to people living in their own homes. It is located in Ross-on-Wye, Herefordshire. At the time of our visit 55 people were being supported by Total Living Care.
People’s experience of using this service:
People told us they were supported by staff who knew and consistently met their needs and provided flexible and responsive care. They told us the registered manager and staff were attentive, friendly and caring and looked after them safely. Comments included, “This is a really good service.” And, “I look forward to them coming.”
People told us they usually had the same group of staff who were reliable, arrived on time and stayed the correct length of time.
People were protected from harm and abuse by staff who received training and ongoing support and had skills, knowledge and experience required to support them. Procedures were in place to record and learn from safeguarding concerns, accidents and incidents and take action as required.
People's care and support had been planned in partnership with and fully involved them. Care records were informative and up to date. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.
Risk assessments were in place to reduce the risk of any harm to the person. They had support needed from staff for personal care, meals and snacks, medicines and to protect them from the risk of infections.
Staff worked in partnership with other organisations to ensure they followed good practice and people in their care had good, safe healthcare and a comfortable, pain free and peaceful end of life.
Staff and people who used the service, felt valued and supported by the registered manager.
The registered manager used a variety of methods to assess and monitor the quality of the service. This helped improve any areas that were identified through their quality monitoring processes.
More information is in the detailed findings below.
Rating at last inspection:
Good. Report published 21 September 2016
Why we inspected:
This inspection was a scheduled comprehensive inspection based on the previous rating.
Follow up:
The next scheduled inspection will be in keeping with the overall rating. We will continue to monitor information we receive from and about the service. We may inspect sooner if we receive concerning information about the service.
For more details, please see the full report which is on the CQC website www.cqc,org.uk
There was a registered manager at this service, who was present on the day of our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered providers and registered managers are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People's individual safety needs were assessed and reviewed. Staffing levels per call were determined by individuals' needs.
People benefited from a reliable staff team who ensured all calls were covered. People were supported to take their medicines.
People were given choices in how they wanted to be cared for. Staff received bespoke training which was relevant to the needs of the people they support.
People were supported to eat and drink enough and to maintain their health.
People's preferences, likes and dislikes were known and respected by staff. People's care packages were unique to their specific needs and wants. People were treated with dignity and respect
Where people’s needs changed, the provider responded to this to ensure people's needs continued to be met.
People knew how to complain about the service they received, or make comments and suggestions. Where people had made suggestions, these were acted upon and used to improve practice.
People felt the service was well-run and that they could approach the registered manager. Staff were positive about their roles and about the provider's vision and values.