The inspection took place on 11 January 2017 and was announced.

TLC Care at Home Limited (TLC) is registered to provide personal care to people living in their own homes. There were 37 people using the service on the day of our inspection.

A registered manager was in post and was present during our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they 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 were supported by staff who understood how to recognise and report abuse. The risks connected with people's care and support needs had been individually assessed and plans introduced to manage these. People were involved in decisions about the risks affecting them. The provider assessed, organised and reviewed their staffing requirements based upon people's care needs. The provider followed safe recruitment practices. Systems and procedures were in place to ensure people received their medicines safely.

Staff had the necessary skills and knowledge to meet people's needs. They received effective induction, training and support from the provider. People's rights under the Mental Capacity Act 2005 were protected by the provider. People received the level of support they needed with eating and drinking. Staff helped people to access healthcare services.

Staff adopted a caring approach towards their work, and took the time to get to know people as individuals. The provider encouraged people's involvement in care planning and decision-making. Staff protected people's dignity and privacy. Staff and management had gone beyond their duty to provide a person centred care service to people.

People received care and support that was tailored to their needs and preferences. Staff had the time to read and followed people's care plans. People and their relatives knew how to complain about the service and felt comfortable about doing so.

The provider encouraged an open, on-going dialogue with people, their relatives and the staff team. Staff felt well supported and were clear about what was expected of them. The provider had quality assurance systems to reflect on and drive improvement at the service.