Loving Homecare Ltd

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs. This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery. We assessed 7 quality statements in the responsive key question. People’s care plans demonstrated people were at the centre of their care and support. However, some additional person-centred information was required to provide improved guidance for staff to follow. It was evident people’s needs were understood by staff. We saw how the registered manager had identified where people required support and had made the appropriate referrals to external agencies, leading to people leading an improved quality of life. Information was provided to people in a way in which they understood, (including different languages) and in line with the Accessible information standard.

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.

People’s experience confirmed they felt involved in planning and making shared decisions about their care and treatment and that they experienced personalised care and support. One person told us, “I am supported with the things I need support for and am independent with the rest.”

Feedback from leaders confirmed people were involved with their care planning and where appropriate, any relatives or significant others. The registered manager explained, “People are involved in the initial assessment and reviews. We empower people to be independent and have a say in their care and we adjust their care plan as needed.”

People’s experience confirmed their care was delivered in a way which met their assessed needs. People received well-coordinated and consistent care from staff who knew them well. One person told us, “I am supported by [Staff name] and we have a very good rapport.”

Feedback from leaders confirmed people enjoyed continuity of care and there was a joined-up approach to care from external services. The registered manager explained how it was important for people to receive care from staff who knew them and their needs well.

Feedback from partners confirmed the service helped to provide joined up care. One external partner told us, “Yes, [they do] even though there are limitations to what can be offered under assessed needs with the external adult social care provision."

Processes were in place to ensure when people’s care involved external services, it was delivered in a co-ordinated way which met their needs and preferences.

People’s experience confirmed they were able to receive information and advice that is accurate, up-to-date and provided in a way they understood, and which met their communication needs. One person told us, “The handbook has all the information I need.”

Feedback from leaders confirmed people’s individual needs to have information in an accessible were identified, recorded, highlighted and shared. These needs were met and reviewed to support people’s care and treatment in line with the Accessible Information Standard. The registered manager explained, “Our next step is making handbooks in different languages, our brochure, our rights and value and our care plans. Right now, I speak to people in their native language.”

Processes were in place to ensure people’s needs to receive information were met and reviewed to support their care and treatment in line with the Accessible Information Standard. There was an accessible information procedure in place. Polices such as safeguarding and complaints were provided to people in formats which were accessible for them.

People’s experience confirmed they knew how to give feedback about their experiences of care and support including how to raise any concerns or issues. People felt listened to and were able to give their views freely. People also knew who to approach if they were not happy. One person told us, “I have been given surveys to fill out so I can give my opinion.”

Feedback from leaders confirmed they actively listened and involved people. They described how they involved people using effective communication. For people whose first language was not English, the registered manager was able to speak in their native language. The registered manager told us, “I reach out to people and visit them, in addition to obtaining verbal feedback I also give them a feedback sheet. I welcome people to make suggestions about their care delivery, I listen to their comments and make any improvements.”

Processes were in place to ensure people’s voices were heard, and any concerns raised were treated with compassion and as an opportunity to learn.

People’s experience confirmed they were able to access care they needed. People were supported by staff who knew how to meet their needs.

Feedback from leaders confirmed staff supported people to access services in a timely way. The registered manager shared an example of supporting a person when they were admitted to hospital as they did not speak English, this was a barrier as they were not able to express their needs to the nurses. The registered manager was able to translate on the person’s behalf and educate the nursing staff about the cultural needs of the person, so the person was able to be cared for in way which aligned with their religious and cultural beliefs. The registered manager explained how this significantly improved the care the person received and as a result, severely reduced the anxiety and distress of the person.

One external professional partner thought people were able to access care, treatment and support when they need to and in a way that worked for them. They told us, "I have only been involved with one couple, but they were supported in an appropriate way for their needs."

Processes were in place to ensure people did not experience any barriers in accessing the care and support they required.

People’s experience confirmed they felt empowered by providers and staff to give their views and understand their rights.

Feedback from leaders confirmed that although they supported people who were at risk of experiencing inequality and/or barriers to accessing the right care, the service supported people to access the care they needed. This helped to minimise the risk of people experiencing any inequality in their care outcomes.

Processes were in place to help ensure people’s care, treatment and support promoted equality, removed barriers and protected their rights.

People’s experience confirmed they felt supported to make informed choices about their care and plan their future care.

Feedback from leaders confirmed people were supported to make decisions about their future care. The registered manager shared an example of working with a person’s family member to help the person (who was reluctant to discuss their end of life wishes) feel more relaxed and empowered to make the appropriate arrangements for their end-of-life care.

Processes were in place to ensure people had full control over their wishes for their future care, including their wishes about cardiopulmonary resuscitation.