Lovehands Care Services 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.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 made 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.

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 earlier or to change them, they are happy to accommodate.” Another person said, “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. They give me my medication and there are no problems.” Staff knew people’s preferences and worked to meet these in a person-centred way.

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.

Staff followed care plans to help ensure people received the care they needed. Referrals were made to other health and social care professionals when needed to help assess if any further input would help people. For example, one staff member told us, “If I find a way of helping a person transfer is no longer working, I raise it, and they get a re-assessment completed.” When people had been to hospital, records showed the discharge arrangements were discussed in staff meetings to help staff understand any changes in their needs.

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

People were given a ‘Service user guide’ that explained the values and principles of Lovehands Care Services Ltd, as well as who to contact and how to make a complaint or a suggestion. Leaders told us they would adapt information formats to meet people’s needs when this had been identified. Initial assessments of people’s needs included what communication methods people used. For example, staff supported a person with limited speech and used body language indicators as well as written language formats to ensure communication was effective.

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. A relative told us, “The manager comes out to see how we are getting on about every 6 months or so. It's good that they do. They make sure we are happy with the carers. We have had questionnaires but not recently. I am able to contact the office easily if I need to and they now have an out of hours contact just in case.” Leaders told us relatives had access to people’s care plans and care notes on the electronic care planning system. We reviewed client feedback forms and one relative commented, “The reports on the [electronic system] are good for family members to keep up to date on visits and make sure all is well." Records showed when people had made suggestions these had been considered. Likewise, if a complaint had been received this had been investigated and the person kept involved and informed in how it was resolved. As part of our inspection, one person raised something they were not happy with, and we shared it with leaders who confirmed they would work to improve this for the person. Actions were taken in response to feedback.

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

Assessments took account of what equipment and arrangements people would need to stay safe in an emergency. Leaders told us if a person had an accident and needed an ambulance, they would arrange for care staff to stay with them until relatives could take over until the ambulance arrived. This helped to ensure people remained supported to access emergency care when they needed it.

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.

Staff completed equality, diversity and inclusion training. Assessments of people’s care needs looked to improve people’s experiences and outcomes where any health inequalities could be experienced. For example, assessments identified where people needed staff to use alternative communication methods to ensure their communication was effective.

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. Leaders told us they worked with the local district nurse teams to support any end-of-life care to people when needed. People had been supported to complete care plans that reflected their advance wishes and choices in relation to any end-of-life care decisions when needed. Staff spoke with sensitivity and compassion when telling us how they supported people towards the end of their lives.