Biliv Care Limited

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.

This is the first inspection for this service. This key question has been rated 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. Staff treated colleagues from other organisations with kindness and respect.

People told us staff were kind, respectful and treated them with dignity. One person told us, “All the staff we have are very nice, very pleasant. The nature of [person] illness is such that they are prone to shouting out. [This] could come across as hostile and I find they (staff) are really great at making allowances and treating [person] respectfully and with kindness.” People told us generally they had consistent staff members visiting them, who knew them well and understood their individual preferences.

It was clear from discussions with staff they had enormous respect for the people they supported. They gave us examples of how they responded to people’s needs and were able to explain the support they provided to people. There was a mutual respect between the management team, staff and people and their relatives. The provider demonstrated to us there was a culture within the service of kindness and respect and understood the importance of such a culture.

Staff had completed training in relation to privacy, dignity and respect. They had also completed training around confidentiality in relation to people’s records but also when interacting with other staff and people.

The provider’s data protection and confidentiality policy had not taken into account staff used their own phones to access the company app which gave them access to people’s confidential information. In response to our assessment the provider assured us they would review and update their policy.

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 had completed training around equality and diversity and were aware of people’s protected characteristics. People told us they were treated well by staff who were considerate and understood their individual needs and preferences. One relative told us, “I find them (staff) all very helpful, kind individuals who really make an effort to make [person] feel at ease and respected. They tailor [person] support to their needs which means the time they come to support [person] can vary at short notice and they (staff) go out of their way to do that.”

Care plans considered people’s cultural needs and tailored support, with input from people, to make sure the care met people’s needs.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and their relatives told us they had good input into the support they received. Two people told us they were able to have their choice of provider, Biliv Care, after their discharge from hospital.

Staff gave us examples of how they supported people to maintain some of their independence. One staff member told us, “I try to encourage service users as much as possible with what they can do themselves like brushing their teeth, washing or brushing their hair.” People and relatives told us staff would always check first if people wanted support before assisting. One relative told us, “Staff will offer to make [person] something to eat but they know [person] likes to try and do this themselves so they encourage that but will always check.”

The provider listened to and understood people’s needs, views and wishes. Staff were alert to people’s needs and responded in a timely manner when needed. One person shared with us the support they received from a staff member when they noticed the person was becoming unwell. The person told us they would not like to think what could have happened had the staff member not responded so quickly to their illness.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to deliver person-centred care. Staff told us they felt valued by the provider and treated with respect.

Staff said they were given time to travel between their calls and rotas demonstrated that call schedules for staff were manageable. Staff told us they had group meetings and supervisions and all staff spoken with felt comfortable to report any concerns or issues they had back to the registered manager or the nominated individual. One staff member told us, “For me I am enjoying it and learning new things. They (management team) do spot checks, medication competency and if you don't understand what you are doing they (management team) are free to consult with them. [Registered manager] is very, very helpful we work together and I have learnt a lot from her and she will be correcting you here and there. To me she is a good manager because she listens to us and any problems she is free to call, I feel very much supported by her.”

The staff have access to a wellbeing app, made available to them by the provider, should they require support with their wellbeing.