Lovehands Care Services Ltd

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People felt staff were respectful. One relative told us, “We respect them, and they are respectful of us, it's a two-way street. They have been very supportive of my [family member] and of me.” Another person said, “Staff are always polite, friendly and respectful.” Records of interactions with people and other professionals showed communication was respectful and open. Thank you cards and survey results complimented staff on their kindness and care.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s care met their needs and preferences. One person told us, “The carers know my likes and dislikes and the way I like to be washed and dressed and what I like to eat and drink.” A relative said, “My [family member] gets on with all the carers, they seem to thrive on their conversations, and they have good rapport with them.” Care plans detailed people’s life histories and what interested them, and staff knew what people liked to talk about. Leaders described how they could support people if they preferred a male or female staff member for personal care.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People had choice and control. One relative told us, “The carers come at the times we need them to, they work around us and when we need them. If we need the visits to be changed, they are happy to accommodate.” Whilst another person said, “The carer knows me, they will stay longer if they need to, and they work around me and my speed.” This helped to promote people’s choices and their independence.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Leaders listened and responded flexibly to meet people’s needs and people told us they appreciated this approach. One relative told us, “The manager came out with the new carer to see what we needed and it's good that they come out to meet and get to know their clients.” A person said, “I had a fall this week and staff reported it, and I then had a call from the manager to make sure I was ok and if I needed help with anything.” The service listened to people and provided flexible care to help ensure people’s needs were responded to.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Leaders celebrated and rewarded staff and their contributions to the service. We saw leaders shared positive feedback from people about their care staff with them. Staff induction programmes for international staff included guidance and support to help them settle into their roles and get to know their local community. Staff felt positive about working for Lovehands Care Services Ltd. One staff member said, “I’m happy working here, I can communicate without problems. If I have any issues, I can bring them up and we have regular meetings to express any concerns.”