This inspection took place on 25 and 27 September 2018 and was announced in line with our current methodology for inspecting domiciliary care services. The provider was given short notice because the location provides a domiciliary care service and we needed to be sure that someone would be in.

This was TLC Doncaster first inspection since registering at the location with the Care Quality Commission (CQC) in March 2018. TLC is a domiciliary care provider based in Mexborough, South Yorkshire. TLC provide personal care and support to people in their own homes. At the time of our inspection there were 39 people using the service. The service offered includes personal care such as assistance with bathing, dressing, eating and medicines.

At the time of our inspection the service did not have a registered manager. The previous registered manager had left and needed to apply to be removed as registered manager. A registered manager is a person who has registered with the CQC 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. The new manager has begun the registration process with CQC.

The provider had a procedure in place to ensure any safeguarding concerns were addressed and reported. People we spoke with felt safe using the service.

The service had a recruitment system in place which was used effectively when they employed new staff. This process included obtaining pre-employment checks prior to people commencing employment.

There were systems in place to ensure that risks to people's safety and wellbeing were identified, monitored and reduced.

People received a personalised service that was based on their personal needs and wishes. Care plans were detailed and personalised. Care workers felt they had enough information to meet people's needs, and get to know them. Changes in people's needs were identified and their care packages were amended to meet their changing needs.

People spoke highly of the quality of care provided by the care workers. Some people expressed concerns about their care not being provided on time.

Care workers were trained and competency assessed to administer medicines to people. People told us they were receiving their medicines when they needed them. However, we found medicines records were not fully completed to show that people had received their medicines on time. More information was required to instruct staff how to administer ‘as and when required’ medicines to people.

Records showed complaints had been managed appropriately; we saw the provider had oversight of complaints made and they were responded to within policy timescales.

People who used the service felt they were treated with dignity and respect.

Care workers said they felt supported by the training they received and they were well supported by the office team.

The provider had launched a set of vision and values for the service developed by consultation with people using the service and staff.

The providers had a quality assurance process in place but it had failed to pick up and respond to some of the issues we found on inspection. This process needed to be developed to cover all the areas needed to be checked.