# TLC Community Services Limited

TLC Community Services Limited is a CQC-regulated home-care agency in Chester Le Street.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 30/01/2026

## Practical info

- Postcode: DH7 6DJ
- Registered manager: Murtha, Nicola
- Local authority: County Durham
- Region: North East
- City: Chester Le Street
- Last CQC check: 30/Jan/2026 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Positive staff culture with staff feeling well supported and proud of their work.
  - Published: 2023-08-25
- Finding
  - Evidence: Accidents and incidents reviewed with lessons learnt shared in team meetings and supervisions.
  - Published: 2023-08-25
- Finding
  - Evidence: Good communication with people and families, including when staff were running late.
  - Published: 2023-08-25
- Finding
  - Evidence: Staff delivered care in a person-centred way and were able to describe people's support needs without referring to paperwork.
  - Published: 2023-08-25
- Finding
  - Evidence: Robust infection prevention and control system with management spot checks.
  - Published: 2023-08-25
- Finding
  - Evidence: Comprehensive staff induction with shadowing until confident to work alone.
  - Published: 2023-08-25
- Finding
  - Evidence: Sufficient staffing levels with no missed calls reported and staff spending appropriate time with people.
  - Published: 2023-08-25
- Finding
  - Evidence: Effective safeguarding systems in place; concerns appropriately reported and actioned.
  - Published: 2023-08-25
- **person_centred_care** _(minor)_
  - Evidence: Care plans did not contain sufficient information about people's likes, dislikes and preferences when it came to how their care was delivered.
  - Published: 2023-08-25
- **care_planning** _(moderate)_
  - Evidence: Care plans did not contain sufficient information about people's likes, dislikes and preferences when it came to how their care was delivered.
  - Published: 2023-08-25
- **governance** _(critical)_
  - Evidence: Quality assurance and governance systems were in place but were not always effective. Audits had not always identified the issues we found with care plans and medicines records.
  - Published: 2023-08-25
- **record_keeping** _(critical)_
  - Evidence: The registered manager had not ensured records were accurate, comprehensive and up to date. We found some care records contained outdated or inaccurate information.
  - Published: 2023-08-25
- **medication_management** _(critical)_
  - Evidence: We found gaps in medicine administration records (MAR). As staff had not always signed these it was not possible to say whether medicines had been administered as prescribed.
  - Published: 2023-08-25
- Finding
  - Evidence: Strong multi-disciplinary partnership working with GPs, social workers, community health, and specialist nurses
  - Published: 2021-10-30
- Finding
  - Evidence: Good MCA understanding and application by registered manager and staff
  - Published: 2021-10-30
- Finding
  - Evidence: Effective complaints process; people confident concerns would be handled appropriately
  - Published: 2021-10-30
- Finding
  - Evidence: Robust quality assurance including audits of care planning, training, health and safety, accidents, and medication
  - Published: 2021-10-30
- Finding
  - Evidence: Open-door management style with positive staff culture and low turnover; several staff with 13+ years service
  - Published: 2021-10-30
- Finding
  - Evidence: Registered manager with 15+ years at service and 30+ years health and social care experience, also a qualified nurse
  - Published: 2021-10-30

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-08-25
- Finding
  - Preventing and controlling infection
  - Published: 2023-08-25
- Finding
  - Staffing and recruitment
  - Published: 2023-08-25
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-08-25
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-08-25
- Finding
  - Using medicines safely
  - Published: 2023-08-25

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-08-25
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-08-25
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-08-25
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-08-25
- Finding
  - Managers and staff being clear about their roles, quality performance, risks and regulatory requirements
  - Published: 2023-08-25

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-108754701

HomeCare Compass is an independent guide and is not affiliated with the CQC.