Dementia Care TLC is a domiciliary care agency providing personal care and support to people living in their own homes. Not everyone using the service receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

At the time of the inspection 35 people were receiving the regulated activity ‘personal care’.

This inspection was announced and took place on 9 May 2018. This was the first inspection since the provider registered the service in April 2017.

The service was run by Mrs Jacqueline Archer as a sole provider. As a sole provider they are not required to employ a registered manager. Instead they had opted to manage the service themselves. 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 protected from abuse because the provider had systems in place to ensure checks of new staff, and their suitability to work with vulnerable adults were carried out. Staff had also received training in protecting vulnerable people from abuse.

People said they felt safe when being cared for. All incidents and accidents were recorded and reviewed by the provider. People were supported by small teams of carers and calls were well planned to ensure people received their allocated time for the calls and they were not rushed.

People were supported by staff who had a clear knowledge and understanding of their personal needs, likes and dislikes. People had a regular small team of staff who they knew, and had built relationships with.

People were supported by staff who were motivated in their role. People told us the staff were kind, caring and they were treated with dignity and respect.

People's care needs were recorded in care plans and reviewed regularly. Some of the care plans required further information to enable an unfamiliar staff member to support them.

The service worked in partnership with other organisations to make sure people's needs were met. Records showed the service responded to concerns and complaints and learnt from the issues raised.

There were systems in place to manage the service. The provider worked with a small team with areas of responsibility for planning, staffing and client services.

There were systems in place to monitor the care provided and people's views and opinions were sought through regular contact with the provider and an annual survey.