# Twilight Health & Homecare Services Ltd

Twilight Health & Homecare Services Ltd is a CQC-regulated home-care agency in Coventry.

## CQC Ratings

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

Rating published: 26/05/2022

## Practical info

- Postcode: CV6 5SF
- Registered manager: Owen, Rosemary
- Local authority: Coventry
- Region: West Midlands
- City: Coventry
- Last CQC check: 26/May/2022 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2022-06-16
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2022-06-16

### effective

- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2022-06-16
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-06-16
- Finding
  - Staff work with other agencies to provide consistent, effective, timely care
  - Published: 2022-06-16
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-06-16

### Other

- Finding
  - Evidence: Independence, privacy and dignity actively promoted by staff
  - Published: 2022-06-16
- Finding
  - Evidence: Staff worked collaboratively with healthcare professionals such as the OT and GP
  - Published: 2022-06-16
- Finding
  - Evidence: Staff completed training including medicines, infection prevention and PPE use
  - Published: 2022-06-16
- Finding
  - Evidence: Recruitment policy and pre-employment checks improved since last inspection
  - Published: 2022-06-16
- Finding
  - Evidence: No missed or late care calls and no complaints received
  - Published: 2022-06-16
- Finding
  - Evidence: Person and relatives gave positive feedback describing staff as kind and caring
  - Published: 2022-06-16
- Finding
  - Evidence: Person received consistent care from one staff member who knew them very well
  - Published: 2022-06-16
- **communication_with_families** _(minor)_
  - Evidence: the feedback and dates of discussions were not recorded. We discussed the importance of formal feedback systems with the provider
  - Published: 2022-06-16
- **consent_capacity** _(minor)_
  - Evidence: improvement was needed to include this in the plan of care so information was available to be referred to if needed
  - Published: 2022-06-16

### responsive

- Finding
  - End of life care and support
  - Published: 2022-06-16
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-06-16
- Finding
  - Supporting people to develop and maintain relationships
  - Published: 2022-06-16
- Finding
  - Meeting people's communication needs
  - Published: 2022-06-16
- Finding
  - Planning personalised care to ensure people have choice and control
  - Published: 2022-06-16

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2022-06-16
- Finding
  - Preventing and controlling infection
  - Published: 2022-06-16
- Finding
  - Using medicines safely
  - Published: 2022-06-16
- Finding
  - Staffing and recruitment
  - Published: 2022-06-16
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-06-16
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-06-16

### well_led

- Finding
  - Continuous learning and improving care; Working in partnership with others
  - Published: 2022-06-16
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2022-06-16
- Finding
  - Duty of candour
  - Published: 2022-06-16
- Finding
  - Managers being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2022-06-16

## 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/1-4512618861

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