# Town and Country Care Services Limited

*Operated by Town and Country Care Services Ltd.*

Town and Country Care Services Limited is a CQC-regulated home-care agency in Bude.

## CQC Ratings

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

Rating published: 12/04/2023

## Practical info

- Postcode: EX23 8QN
- Registered manager: Edwards, Anna-Marie
- Local authority: Cornwall
- Region: South West
- City: Bude
- Last CQC check: 12/Apr/2023 - 00:00

## Inspection findings

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-04-12
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2023-04-12
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-04-12
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-04-12
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-04-12

### Other

- Finding
  - Evidence: Sufficient staffing levels with travel time built into rotas.
  - Published: 2023-04-12
- Finding
  - Evidence: People felt safe and were highly complimentary of managers and the wider staff team.
  - Published: 2023-04-12
- Finding
  - Evidence: Service worked effectively with external healthcare professionals and other agencies.
  - Published: 2023-04-12
- Finding
  - Evidence: Positive person-centred culture with managers described as open, available and respectful.
  - Published: 2023-04-12
- Finding
  - Evidence: Staff received regular supervisions mixing face-to-face meetings and observations of practice.
  - Published: 2023-04-12
- Finding
  - Evidence: Staff training improved, including specialist training such as catheter care, with protected time provided.
  - Published: 2023-04-12
- Finding
  - Evidence: Recruitment processes improved; pre-employment checks completed and application forms updated.
  - Published: 2023-04-12
- Finding
  - Evidence: Risks to people's health and well-being were identified and recorded with clear staff guidance on mitigation.
  - Published: 2023-04-12
- **governance** _(moderate)_
  - Evidence: Managers completed audits of the service, including medicines audits...However, the processes introduced to rectify the issue had not been effective.
  - Published: 2023-04-12
- **record_keeping** _(critical)_
  - Evidence: The provider had failed to maintain accurate, complete and contemporaneous records in respect of each service user in relation to medication.
  - Published: 2023-04-12
- **medication_management** _(critical)_
  - Evidence: In total there were three possible systems in place for staff to use to record the administration of medicines. This was potentially confusing and made it difficult to establish what medicines people had received and when.
  - Published: 2023-04-12

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-04-12
- Finding
  - Preventing and controlling infection
  - Published: 2023-04-12
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-04-12
- Finding
  - Staffing and recruitment
  - Published: 2023-04-12
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-04-12
- Finding
  - Using medicines safely
  - Published: 2023-04-12

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-04-12
- Finding
  - Engaging and involving people using the service, the public and staff; Continuous learning and improving care
  - Published: 2023-04-12
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-04-12
- Finding
  - Managers and staff being clear about their roles and understanding quality performance, risks and regulatory requirements
  - Published: 2023-04-12
- Finding
  - Working in partnership with others
  - Published: 2022-11-03
- Finding
  - Continuous learning and improving care
  - Published: 2022-11-03
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2022-11-03
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-11-03

## 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/1-11439882056

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