Lexrae Support 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 provider 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.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider was exceptional at making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The service demonstrated an exceptional commitment to delivering person‑centred care. There was a clear and consistent focus on understanding each individual as a whole person, recognising their history, preferences, aspirations, cultural identity and unique needs. Staff consistently put the person at the centre of all decisions, enabling individuals to lead meaningful, fulfilled and self‑directed lives. For example, a staff member told us about how they sensitively diverted a person’s attention when in the community to reduce anxiety.

Support plans were highly personalised, detailed and reflective of each person’s individuality. They were written in a way that told the person’s story, capturing their personality, important relationships, interests, preferred routines and the things that mattered most to them. Bright, pictorial images and accessible formats were used effectively, ensuring people could understand and engage with their own care planning. Images of people in one care record reflected the person’s ethnicity. This level of detail enabled staff to build strong, trusting relationships with individuals and deliver highly responsive, tailored support.

Staff demonstrated a wealth of knowledge about each person’s needs. They understood not just the care requirements, but also the person’s goals, hobbies and the places they enjoyed visiting. This deep level of insight enabled staff to provide care that respected each person’s identity and promoted autonomy, engagement and wellbeing. For example, a staff member told us about a person’s experience that had an impact on their emotional wellbeing, and they were empathetic and enabled the person space and time to talk and reflect.

Support plans were reviewed regularly, and ensured care always reflected each person’s current and changing needs. People, relatives and staff were actively involved in these reviews, adopting shared understanding of what worked well and what needed to be adapted. Relatives consistently told us staff kept them fully informed of any changes in their loved one’s health or support needs, which promoted transparency and trust.

Where individuals required specific support, appropriate specialist equipment, such as ceiling track hoists, was in place to promote comfort, safety and independence. Staff were knowledgeable in using this equipment.

The depth of personalised information, the meaningful involvement of individuals and their families, and the staff’s exceptional understanding of each person’s needs demonstrated a culture that consistently exceeded expectations and placed people at the heart of everything the service did.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People received consistent and continuous support that met their needs. One person told us they were regularly supported by an average of eight staff members. They explained this level of consistency enabled them to build strong and trusting relationships with all staff involved in their care.

People using the service had a range of diverse healthcare needs. The registered manager worked closely with relevant healthcare professionals to ensure people received appropriate and timely support. This included maintaining ongoing communication with external specialists and acting promptly on professional advice.

People told us they were happy with the care they received and felt their needs were understood and met. Relatives also expressed satisfaction with the service and reported feeling confident that staff provided safe, person‑centred and reliable support.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The registered manager demonstrated a good understanding of the Accessible Information Standard. They ensured information was provided in a format the individual could understand. People received communication support tailored to their needs, helping them to engage fully in their care.

A staff member told us that using Makaton and pictorial images enabled them to better understand people’s requests. This supported effective communication and reduced the risk of misunderstanding.

Support plans were presented in an accessible format, using colourful pictures and clear language to promote people’s understanding. Photographs of previous social activities were included to help people choose what they wanted to do each day. This visual approach supported decision‑making and empowered people to be more involved in their daily routines.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People were meaningfully involved in all aspects of their daily lives. They reported they felt able to raise any concerns or dissatisfaction with either their support worker or the management team.

Relatives told us they were encouraged to share their views and suggestions regarding the care and support provided. One relative described how staff implemented their ideas promptly, demonstrating a responsive approach to feedback. Relatives expressed confidence in raising concerns, which they said were consistently acknowledged and addressed.

Relatives also confirmed they were fully involved in care reviews and routinely updated on their family member’s progress and developing goals.

Where shortfalls within the service were identified, these were reviewed and acted upon. Staff were provided with additional guidance or training where necessary to ensure sustained improvement.

The registered manager was able to evidence clear actions taken in response to complaints raised by relatives.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People consistently experienced exceptional equity in accessing the care, support and treatment they needed. They told us they were happy with the support they received. Staff reported everyone using the service was treated fairly and consistently, regardless of their needs, background or level of independence.

People had access to the mobility equipment they required, including hoists, wheelchairs and mobility vehicles. This enabled individuals to remain safe, independent and fully involved in activities that were meaningful to them. Staff routinely checked equipment remained suitable and people had what they needed to maintain and enhance their independence.

Access to healthcare was proactive, well-coordinated and responsive. Staff supported people to attend a wide range of health appointments and ensured any emerging concerns were escalated promptly. A staff member told us, “We support people to attend hospital appointments, once we explain what to expect, this takes away their anxiety.”

Hospital passports were in place for each person. These provided clear information about individuals’ needs, preferences and communication methods, ensuring healthcare professionals had the essential information to provide safe and effective care.

The registered manager worked closely with relatives to ensure people’s experiences accessing healthcare services were positive and well supported. This collaborative approach helped ensure people received consistent, equitable and personalised support whenever they needed it.

The registered manager demonstrated an exceptional commitment to ensuring everyone could access the right care, at the right time, in the right way. This level of personalised support, strong advocacy and proactive coordination meant people experienced consistently positive health and wellbeing outcomes.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People were supported to live a lifestyle of their choosing and told us they were happy with the support they received. Staff consistently listened to people and used this information to tailor their care.

To reduce inequality in healthcare, the registered manager proactively encouraged and supported people to attend routine health appointments and health screening checks. This ensured individuals maintained good health and had equitable access to the same opportunities for wellbeing as others in their community.

As a result, people consistently experienced positive, personalised and equitable outcomes, with care that was responsive to their individual needs, identities and aspirations.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People were supported to plan for important changes in their lives, and staff took time to explain these sensitively, using clear verbal communication and appropriate communication aids where needed. This ensured individuals could understand information in a way that suited them and make informed choices about their future. People were also supported to become more independent over time. A relative told us, “[Person’s name] has really matured a lot since using the service,” reflecting the positive impact of the support they received.

Support plans included information relating to end of life care. Due to the sensitivity of the subject and people’s varying capacity to understand such decisions, records showed their next of kin would be involved in making these arrangements where appropriate. This demonstrated staff’s awareness of people’s needs and their ability to approach difficult topics in a respectful and person‑centred way.