LA Care 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 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.

People received person-centred care which met their needs and preferences. The registered manager created personalised care plans. They involved people and their relatives in reviews to discuss these. People told us their needs were met. They explained the provider was responsive when they requested changes.

People received continuity of care. They were supported by the same regular care workers. Staff worked in collaboration with external health and social care professionals. They shared information to ensure people received continuity of care.

People were provided with the information they needed. The provider gave people copies of care plans. The registered manager explained these were translated when needed. They worked with relatives to make sure information was clear and people understood this. The provider matched staff who spoke the same language as people. People told us they were able to ask for information. Comments from people included, “[Staff] answer any questions regarding my care” and “I know who to contact if I need to speak about the service.” The registered manager was aware of the importance of making information accessible to everyone, including those with sensory impairments. They were able to provide information in a range of different formats when needed.

The provider listened to and involved people. They consulted people and their relatives when developing and reviewing care plans. People told us they could contact the manager when they needed. People understood how to make a complaint and felt they were listened to. Comments from people and their relatives included, “Contacting the office is very easy. They are always available when needed. They have explained the protocol in making a complaint” and “Any query or concern is always answered immediately, and they are willing to provide the best care.” We saw the provider had contacted people after complaints to make sure they were happy with the action they had taken to investigate and resolve these.

The provider ensured equity in access. Staff supported people to access the services they needed. For example, staff supported 1 person to attend a place of worship each week. The registered manager told us this ensured they could continue to take part in an activity which was important to them.

The provider ensured equity in experiences and outcomes. The registered manager assessed and planned for people’s diverse needs. They made sure barriers to providing care were identified and mitigated. Staff liaised with people and their relatives to make sure they felt their needs were being met. Staff undertook training to understand about equality and diversity.

The provider supported people to plan for the future. Staff undertook training to understand about the importance of providing person-centred end of life care. No one was receiving this type of support at the time of our assessment. The registered manager had supported staff to plan objectives for their care. They reviewed these to make sure staff were providing person-centred support to meet these.