A family-run home care business based in Bewdley, Worcestershire has been rated ‘Outstanding’ by the Care Quality Commission.
TLC Care at Home was given the top rating for being caring and well-led and was rated ‘Good’ for being safe, effective and responsive.
At the previous inspection in January 2017, it was found to be ‘Good’ overall, and ‘Outstanding’ for being caring.
The agency, which offers care and support for 70 clients, was established by mother-and-daughter team Jacqui and Tracey Jackson in 2013. They were later joined by Pete Jackson, Jacqui’s husband and Tracey’s father, who took on the role as training manager.
Both the directors and their staff were praised by the CQC for being passionate and demonstrating “consistent empathy and understanding”.
The report also noted that the service went “the extra mile” and followed the ethos of “giving something back” by setting up excursions and events to improve people’s well-being.
Maggie Hannelly, CQC head of Inspection for Adult Social Care in the central region, said: “Our inspection team was very impressed by the level of support offered at TLC Care at Home.
“Many of the people we spoke with explained how staff made such a difference to the quality of their lives because staff would stay and chat in their own time when possible. One person was unable to go out regularly and told us this made such an improvement to their well-being.
“The management team were open, approachable and focussed on providing person centred care. They were passionate about the support staff provided and their ethos was a family business that really cared about people. This is why we have rated TLC Care at Home as Outstanding.”
TLC Care provides personal, dementia, palliative, elderly and live-in care, as well as care for young adults with learning difficulties.
Commenting on the achievement, registered manager Jacqui Jackson said it was “an absolutely fantastic result for not only the dedicated, caring and professional staff, but for the clients too”.
“We look after over 70 clients, all with varying support requirements. We operate 365 days a year, come what may. And I cannot praise the wonderful staff enough who always respond to the demands of care,” she added.