1-2-1 Live In Care 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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The registered manager led by example to make sure people were always treated with kindness and compassion. People praised the staff who worked with them. One person said, “My carer is so kind. We got on from the first day.”

People felt their privacy and dignity was respected. One person commented, “The carer closes the curtains and shuts the doors so no one can walk in on me.”

Professionals said staff were always welcoming when they visited people in their own homes. One professional told us, “The teams are polite, respectful and compassionate to professionals as well as the customers they are supporting."

The provider treated people as individuals and made sure people’s care and support met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff told us they worked in accordance with people’s preferred routines but were flexible to enable them to respond to any changes. Initial assessments included finding out about people’s lifestyle choices and preferences to ensure staff were matched to people who they were compatible with. One relative told us about a time they had visited unexpectedly and found the member of staff and person both taking part in a hobby. They said, “It was so touching to see this wonderful connection and shared interest."

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

Staff promoted people’s independence and supported them to stay in their own homes. Staff were very clear their role was assisting people to be independent and remain in control of their day to day lives. One member of staff said, “It’s all about helping people to be independent. Sometimes it’s just little things but it all matters.”

One person told us, “Helps me to stay independent. They do lots around the house but include me - it's still my house."

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.

The service provided live in support to people which enabled staff to respond to people’s immediate needs.

Staff supported some people who were living with dementia. Staff knew about individual strategies that could help a person to relax if they became upset. This included music, art and dancing.

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff told us they felt very well supported by the management of the service. Comments included, “They (managers) are just so supportive. Always on the end of the phone if you need anything” and “You can talk to office staff any time. It’s like they are right here next to us.”

The provider had various schemes in place to make sure staff felt valued and supported. These included thank you vouchers to mark occasions and access to a confidential helpline to promote staff wellbeing.