Lifeways Community Care (South London)

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 treated people with kindness, empathy and compassion. They respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People were treated with kindness and compassion. One person told us, “The staff who support me are really good. I would say they are all empathetic and treat me really well.” A care professional added, “The carers are good at maintaining my client’s dignity.” We observed staff ring a person’s front doorbell and wait to be invited in by the occupier of the flat before entering.” People also looked at ease, comfortable and happy in the presence of staff. The way staff interacted with people they supported was characterised by warmth, kindness and compassion. Staff were always attentive and reassuring to people and responded quickly to any questions they were asked. They made sure people’s privacy, and dignity was respected by closing doors and curtains. Managers and staff spoke about people they supported in a respectful and affectionate manner.

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.

Staff treated people as individuals, respected their preferences and routines, and tailored care to their personal circumstances. Staff understood what mattered to people and ensured care was delivered in accordance with their expressed wishes as set out in each person’s individualised care plan. These plans contained detailed information about people’s strengths, likes and dislikes, spiritual and cultural needs, and how they preferred staff to meet their personal care and support needs and wishes. For example, staff ensured people ate specific foods in accordance with their dietary and cultural needs and wishes.

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

People told us they could choose to do things for themselves. One person said, “I can do lots on my own like make myself hot drinks, heat up meals in the microwave, make a sandwich, vacuum my flat, as well as wash myself and clean my teeth with a bit of help from staff.” Another person added, “The staff know what I am capable of doing safely on my own and they make sure I have my own key to my flat.” Staff supported people to be as independent as possible with the tasks of daily living. Care plans gave staff a good overview of people’s differing dependency levels, so they knew exactly what people were willing and capable of doing safely for themselves, and what tasks they would need additional support with. A member of staff told us, “I actively encourage people to do as much for themselves as they can safely do including, doing some of their own personal care and washing up their dirty plates and cutlery after a meal.”

Staff told us they encouraged people to make informed choices about how they lived their lives. One person told us, “The best thing about living here is that I can choose how I live my life. I can choose when I get up, what I wear, where I go out and what I eat and drink.” Another person added, “I often go out shopping with staff to buy food I like to eat.” A staff member remarked, “I often go out shopping with people I get them to choose the clothes they want to wear.” People’s choices and decisions were reflected in their care plan. Staff understood the preferred ways people communicated and expressed their choices.

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.

Staff knew people well and understood the signs, triggers and other factors which might cause people to become anxious or distressed in the moment. They had access to information about people’s individual needs and how to minimise behaviours causing distress. This included guidance on appropriate, personalised approaches to support people safely and reduce distress.

Staff supported people to access community health and medical care services as and when required. Staff were aware of people’s health care needs and how to respond to any immediate health care emergencies to minimise the risk of people becoming distressed or unwell, emotionally and/or physically.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff felt supported, valued and able to perform their roles effectively. Staff reported high levels of satisfaction with the support they received from managers who were in day-to-day charge of the services they worked in. A staff member told us, “I feel the service manager cares about my wellbeing. She is very respectful to me and the rest of the team.” Staff also told us they could request additional support or training as and when needed. Staff confirmed they had been offered counselling by their employer following a traumatic incident that occurred within the service.