1-2-1 Live In Care Ltd

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People and relatives told us staff were caring. Staff provided us with examples of how they promoted people’s independence. People received personalised care, tailored to their individual needs and preferences, and staff supported people and their relatives to be involved with decisions relating to their care. Staff talked to us about how they ensured people's privacy and dignity was upheld.

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.

We received complimentary comments from people and their relatives. One person told us; “She [staff] is kind, caring, great. She [staff] is looking after my dog at the moment, an absolute gem. She always does what I ask, always.” A family member told us; “They are very kind, you can tell what a lovely atmosphere is created when you walk in and [staff member] talks but probably more importantly listens to her.”

Staff we spoke with unanimously demonstrated good knowledge and provided examples of how they supported people maintain their dignity and promote kindness and compassion during the support delivery.

Professionals working with the service provided positive feedback in relation to the service.

People provided positive feedback in relation to how well staff knew them. Comments included; “They know me very well and cook whatever I want.” and” They really are on the ball and very professional. They talk to me as well and keep me informed. [Person] eats a selection of foods which is always prepared fresh and give her what she likes. Definitely, someone is there all the time, listen and talk to her and take her into the garden.”

Staff told us that, apart from the information they had in people’s care documentation, they would get to know people well by spending time with them and talking. One staff member told us; “we chat, talk about her life, she taught me how to knit, we have days out.” Another staff member told us they learnt information from the person which they used to “make her smile”, they told us they were aware of little things the person liked which helped adapt the support they provided to make it easier for the person.

People’s care documentation provided information about people's likes and dislikes and religious and cultural needs to support person centred care.

Staff were receiving equality and diversity training in line with the provider's relevant policy.

The service had considered people's personal histories, cultural needs, and personal characteristics as part of their assessment and care planning.

People and their relatives were pleased with the support they received with maintaining their independence. One person told us; “They know me very well for example they know I like to get myself dressed and I like to get on the commode myself and shower myself so they give me my privacy and dignity.”

Staff provided us with examples of how they supported people remain as independent as possible. One staff member told us that they always asked the person what they wanted, followed their lead and the instructions given.

People's care documentation included information about how to promote their independence and in relation to their choices and preferences.

People and their relatives were confident staff would contact a medical professional if needed. One family member told us; “The carers call the doctors straight away and then advise us.” Another relative said; “The carer has rung the doctor when she fell and then rang me.”

Staff we spoke with were able to tell us what action they would take in case someone needed assistance immediately, for example in case of a fall.

Staff also provided examples of actions they have taken where they observed for example deterioration in people’s mobility or eating and drinking needs.

Staff told us they felt well supported by the management team. They provided examples of how their rotas were designed to provide them with an appropriate work/ life balance which suited their personal needs. They felt well supported by the management team. One staff member told us; “I always feel supported. They (management team) go out of their way; they visit everyone in the house. If there is a problem, they always get back to you.”

The service had processes in place to ensure workforce wellbeing and enablement. Staff received support and the management team were accessible to staff when needed.

They had access to a confidential helpline for counselling if required.