Love Life Care

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People's choices and preferences were assessed at the start of service delivery and recorded in their care plans. These were regularly reviewed and updated as people's needs changed. Staff understood person centred care. Staff treated people very well and respected their equality and diversity by ensuring they met each person’s individual needs. Staff promoted people’s independence by encouraging them to do as much as they could for themselves. People, relatives and staff we spoke with described a caring service which was person centred. People had opportunities to feedback about their care. Hospital passports were in place for people moving between home and hospital which gave key information about their health and preferences. People’s communication methods were documented and included recognising facial expressions as a means to determining mood state and compliance with care tasks. Staff understood people’s ability to make choices for themselves and encouraged them to make decisions by offering people options. Some people who were unable to make certain decisions for themselves had mental capacity assessments completed in relation to various aspects of their care. There was then guidance about how staff should care for the person in their best interest and the least restrictive way. Where restrictions were in place, for example, locking away people’s medicines, care plans described why this was the least restrictive option. One relative told us, "The care has been fantastic, those carer's have really prolonged my [relatives] life – they have gone way beyond what they have been asked to do its all the little things that they do from staying behind just to read [relative] a story. My [relative] loves them and their face just lights up when they arrive."

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

A scheduling system was used to ensure support was delivered at a time convenient to the person. In some cases visits were time critical due to medicines administration or specific food preparations. A RAG (red, amber, green) rating system was in place to identify those people most at risk, and who would be at risk in the event of adverse weather conditions or other incidents where a visit may be delayed or even cancelled. The service would then reallocate staff to those most in need. People and their relatives told us communication systems were very good, and there was regular contact. We saw examples of this, which included discussions around people's health appointments and also day to day queries.

Each person had a comprehensive, person-centred care plan. The plan was developed with the person and/or their family and there were systems in place to keep the plan under regular review. The registered manager told us that if people's needs changed, or they needed a reassessment, that they or their care manager would visit the person promptly to ensure information was up to date, and ensure people were involved in the planning of their care. Staff were knowledgeable about people's needs, and said care plans were kept up to date and messaging systems ensured they did not miss important or new information. One staff member told us, "The guidance in care plans is very thorough and means that I know what is expected of me at each visit. It’s very useful to have each task, medication for example, on the [electronic system] so you know exactly what you need to do with each client." Another said, "We always ask people what they want us to do, and give them choice, even though we have a list of tasks."

People were encouraged to exercise choice and control around their own care where they were able. Staff understood person-centred care. Staff treated people very well and respected their equality and diversity by ensuring they met each person’s individual needs. Staff promoted people’s independence by encouraging them to do as much as they could for themselves. One person told us, "The carer's allow me to go at my pace, and do things for myself. They help with the things I cant do, but always ask first." People were very complimentary about the staff and said their rights to dignity and respect were fully promoted.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.