Lifeline Agency Limited

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

We assessed a total of 5 quality statements from this key question People felt they were treated with kindness and compassion. Staff were monitored to ensure they treated people with dignity and respect.

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 and their relatives told us staff treated them with kindness, compassion and dignity. One relative told us, “The carers are caring. They always make sure mum is comfortable before they leave, never had a problem. Very happy with the care.” Other comments included, “They are all very caring,” “They are all so kind and compassionate”, “Mum is well cared for.” One relative said, “Some of them are more caring than others, not just looking after my dad but being aware of other things that might help.”

Staff told us how they respected people they cared for by reassuring them, conducting personal care in private and maintaining confidentiality. The registered manager told us when they recruited staff they always look for staff with the right values and right reasons for joining to ensure they respect people. This value based behaviour was then monitored when staff started working for the company through spot checks and competency assessments to ensure people were treated with dignity and respect by staff.

A professional told us, they could not comment on this area as they did not have direct contact with individuals.

People were happy with their support and felt they were treated as individuals. One person told us, “Wonderful, I love them. They never hurry me or get impatient. There are days when I’m smiling on the outside but crying inside and it’s good to have them around.” One relative told us, “They are all very caring, they keep her happy. They ask what music she would like them to play for her. They put Elvis on as they know she enjoys that.”

Staff told us they treated people as individuals. For example, one staff member told us, “I care for people who have dementia. I received dementia training as part of the initial training. If people seem withdrawn or if not keen on having care I will give them time. I am compassionate with them and will adapt my care to their mood at that time.”

Records took onto account people as individuals. For example, care plans provided a brief explanation about each person and their needs and cultural preferences and if they prefer male or female carer. These preferences were considered when providing care.

People told us staff offered them choice and promoted independence. One relative told us, “They always talk when they are with her and she does respond sometimes, she sometimes does things for herself, like trying to clean her teeth. They are very patient.” We saw a compliment which said, ‘We as a family and especially my mum think [staff members name] is an excellent carer who has enabled my mum to finally come home and is helping my mum regain some of her Independence after being in hospital for nearly 9 weeks. My mum is so much happier than she was in hospital and the care support provided has really helped her.”

Staff understood the importance of encouraging people to stay as independent as possible and described how they assisted people to maintain this whilst also providing care safely. One staff member told us, “Always encourage them to make their choices. Always offer a variety of options for lunches for example and allow them to choose.” Another staff member said, “I allow people to do what they can for themselves and assist only where needed and promote their independence.”

Records promoted people’s independence. Staff were observed carrying out care by senior staff to ensure people were given the opportunity to do things for themselves. For example, one staff member observation records showed they promoted the person to manage their oral health.

People felt the service was responsive to their needs. One person told us, “I have the managers numbers. I know them all they are very good and responsive.” Another person said, “Help me when I use my walking frame they are very good, always there to help.” A relative told us, “They are very supportive and are very responsive. They always deal with things.”

Staff and management were responsive to people’s immediate needs. Where any changes were identified, staff reported them to management. The registered manager told us they always encouraged staff to report concerns or changes through the on-line care system, so it goes straight through to management. This enabled them to respond in a timely way and contact the relevant health professionals.

Staff felt valued and supported by the provider. One staff member told us, “Very approachable, offer support when it is needed at all times. Have one to ones and supervisions are completed and gets personal and professional support.” Staff had contact numbers to ring for advice and support when required and felt the registered manager supported wellbeing. The registered manager told us they encouraged staff to come into the office and talk about wellbeing. They also had a small team of staff on standby to support staff with complex care calls so staff do not feel overwhelmed.

The service had in place supervisions and ongoing training to support staff and records showed this was conducted regularly. The service held annual care awards for staff with an attractive cash prize for staff who had gone above and beyond.