Lovage Homecare 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 requires improvement. At this assessment the rating has changed to 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.

People and relatives felt they were treated with kindness, compassion and dignity. A person said, “We have a laugh and a joke. They do respect my privacy.” One relative said, “The staff seemed kind and caring, they have a laugh and are pleasant and happy with my relative.” Another relative told us, “Privacy respected they have a modesty towel for personal care.”

Staff were aware of how to treat people with kindness and compassion and gave examples how they supported people in a dignified way. One staff member said, “We always knock the door even though the person can’t answer, they know we are there and coming in then.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

People felt they were treated as individuals. A relative also told us, “They support my relative by helping to move her, change her incontinence product, help with brushing teeth and do sometimes do hair.”

There were systems in place to ensure people were treated as individuals, this included ensuring people were listened to and were involved with their 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 told us they were encouraged to be independent. One person said, “They ask me what I want and encourage me to eat. Also encouraged to walk with walker.”

Care plans ensured staff had information available about how they supported people to make choices and remain independent. Staff we spoke with were aware of these plans and how they included people in their care.

The provider listened to and understood people’s needs, views and wishes.

People and relatives felt their needs were responded to.

The provider told us they held regular reviews of people’s care to ensure they had the most up to date information about people. If needed care could be changed to reflect this.

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

Staff we spoke with felt supported by the provider and said it was a good place to work. One staff member said, “I have no problems they help me when needed and someone is always at the end of the phone.” There were systems in place to consider staff wellbeing and staff felt valued by the support they received.