LQS Healthcare 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.

This is the first inspection for this service. This key question has been rated 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. Care was person-centred and tailored to individual needs. Care plans reflected people’s preferences, routines, and life histories. Staff supported people to maintain independence and dignity, using verbal prompts and offering choices. People told us they felt known and understood, and feedback confirmed that care was delivered in a respectful and personalised 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. People saw familiar staff, which helped build trust and confidence. Staff worked with families and professionals to ensure continuity and smooth transitions, and care plans were regularly reviewed and updated.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff communicated clearly and used visual aids where needed. Families were involved in care reviews and told us they felt informed and included in decisions.

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. Feedback from relatives confirmed that staff were responsive and respectful. One person said, “They (staff) always ask how I am,” and another told us, “They (staff) give me confidence.” There was a clear process in place to enable people to complain. We saw complaints had been tracked and responded to appropriately.

The provider made sure people could access the care, support and treatment they needed when they needed it. Staff adapted routines to accommodate health conditions, mobility, and communication needs. There was evidence of inclusive practice, such as supporting religious observance and encouraging participation in community activities.

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. Care plans included goals around independence, wellbeing, and social engagement, and staff worked to achieve these in practice.

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. Staff involved families in planning and supported people to express their wishes, including at the end of their life. Sensitive discussions took place around future arrangements such as Lasting Power of Attorney (LPA) for people who required this.