Client information

We’re committed to openness, honesty and accountability, and we want every member of staff, client and family to feel able to speak up about any concern over care quality, safety or conduct without fear of it affecting them. Concerns can be raised directly with the Registered Manager at any time, in person, by phone or in writing, and no one will be treated unfairly for raising a genuine concern in good faith. If you would rather raise it outside TP Care, you can contact the CQC on 03000 616161 or Protect, the UK’s whistleblowing charity, at protect-advice.org.uk.

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We’re committed to acting ethically and with integrity in all our operations and relationships, with effective systems in place to safeguard against modern slavery or human trafficking in our business or supply chain. Every member of staff undergoes right-to-work checks and an enhanced DBS check before starting with us, with references verified as part of recruitment. As an accredited Living Wage Employer, everyone on our team — including any third-party staff working on our behalf — is paid at least the real Living Wage, which we believe is one of the clearest, practical safeguards against exploitative working practices in care. Anyone with a concern about working practices, recruitment or the treatment of a worker connected to TP Care at Homes can raise it directly and confidentially with the Registered Manager.

We’re committed to promoting equality, diversity and inclusion in everything we do, in how we recruit and support our staff and in how we deliver care. We treat every client and colleague fairly and with respect regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation, in line with the Equality Act 2010. Care plans are built around each person as an individual, respecting their identity, background, culture and beliefs rather than following a generic template. If you ever feel you or someone else has experienced unfair treatment in connection with our service, please contact us directly — we take it seriously and will act on it.

TP Care at Homes Ltd, Flat 7, Dean Park Mansions, 27 Dean Park Road, Bournemouth, BH1 1JA. Company no. 15864454, ICO registration ZB739039, and registered with the Care Quality Commission (provider ID 1-21066139640) to provide personal care and treatment of disease, disorder or injury. This website and its content belong to TP Care at Homes Ltd unless otherwise credited, and all rights are reserved. We take reasonable care to keep information on this site accurate and current, but it is provided as a guide rather than a substitute for speaking with us directly about your circumstances, and the site and its use are governed by the laws of England and Wales.

By using this website you accept these terms in full; if you disagree with any part of them, you’re welcome to contact us directly instead of continuing to use the site. Content here is general information about TP Care at Homes and our services — it isn’t a substitute for a formal care needs assessment, and nothing on the site should be relied on as clinical, legal or financial advice. Unless otherwise stated, we own the intellectual property in everything on this website; you may view and print pages for personal use, but not reproduce or redistribute content without our written permission. These terms are governed by the laws of England and Wales.

Safeguarding is at the heart of everything we do — we’re committed to making sure every adult in our care can live safely, with dignity, free from abuse, neglect or exploitation, and we follow Dorset Council’s safeguarding procedures alongside local agencies, the NHS and the CQC. All staff are trained to recognise, respond to and report concerns, and every person’s views and wishes are central to how we respond. We also recognise a duty to protect any child we come into contact with through our work, with the same zero-tolerance approach, trained staff and safe recruitment checks. If an adult or child is at immediate risk, we contact emergency services straight away; other concerns go to our Safeguarding Lead and are escalated to Dorset Council and the CQC where needed. Our full safeguarding policy and procedure is available on request, including in large print, easy read, audio or another language.

We want this website to be usable by everyone, including clients, family members and carers who use assistive technology such as screen readers, screen magnification or voice navigation, and we’ve built it with clear structure, readable text and good colour contrast, reviewing it periodically with accessibility in mind. If any part of the site is difficult to use, or you need information in a different format such as large print, audio, or simply a phone conversation instead, contact us and we’ll do our best to help directly, without you needing to navigate the website at all. Accessibility isn’t a one-off task — as we update the site we aim to keep improving how easily it can be used, and we welcome feedback at any time.

Meeting a different, unfamiliar carer every visit is one of the most common worries families have about home care, so continuity is built into how we plan every package from day one. Wherever possible you’re supported by a small, consistent team who get to know your routine, preferences and personality, not a rotating cast of strangers. When a regular carer is on holiday or ill, cover is planned in advance and the covering carer is fully briefed beforehand, and every visit is logged so nothing important gets missed. We also keep family updated on how care is going where agreed, and if continuity is a particular concern for your family, let us know and we can talk through how we’d structure your care team around it.

We take every complaint seriously, handle it fairly and in confidence, and complaining will never affect the care or support you receive — where we get things wrong, we’ll apologise and explain how we’ll put it right. You can complain in person, by phone, by email, in writing, through a member of staff, or through an advocate, and anonymous complaints are accepted too. We’ll acknowledge your complaint within 3 working days, investigate thoroughly and keep you updated, and send a written response with our findings within 28 working days. If you’re not satisfied, you can escalate to your Local Authority complaints team, the Local Government and Social Care Ombudsman, the Parliamentary and Health Service Ombudsman, or the CQC. We also welcome compliments and suggestions.

Before your care begins, we follow clear steps to make sure your needs are fully understood and your care is safe, effective and personalised. We start with an initial visit to discuss your needs, then a detailed assessment covering your health, preferences, routines and goals, drawing in our Registered Nurse where specialist knowledge is needed. From that assessment we build a personalised Care Plan with your full involvement, which you review and sign to confirm your agreement and consent before care starts. We then match you with a small, consistent Care Team, make sure you know who’s coming and when, and use your Care Plan to guide every visit, recording details so we can monitor your wellbeing and adjust care if needed. We review your Care Plan within six weeks of starting, then at least once every six months, or sooner if your situation changes.