1-2-1 Live In 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

Staff had a good understanding of people’s care and support needs, which was confirmed by people and their relatives, however some improvements were needed to the timeliness of updating people’s care documentation to ensure all staff have access to the most up to date information.

The service complied with the Accessible Information Standard by meeting people’s information and communication needs.

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 and their relatives were happy with the care they received. One person told us;

“They don’t just come in and take over. The carer sits with me for a couple of hours, it`s nice. The carer also takes me out into the garden (weather permitting) and we have a cup of tea. They also take me shopping, and it really takes me hours. The carers are very good and always treat me with respect. We have a routine, they ask me what I want to eat and encourage me to eat as my appetite is poor. They do the paperwork with my social worker annually.”

They also confirmed that they are regularly involved in planning and making shared decisions about their care so it is centred around them and their needs.

Staff and leaders understood what was meant by person centred care and came across as passionate about delivering quality care.

When we asked staff what they enjoyed the most about their job, it was evident that people’s quality of care and outcomes were most important to them. Comments from two staff members included; “Being able to help people stay at home as there are times when [person] is worried about having to leave the home. Know you help make a difference, help stay in their place, last bit of independence they can keep.” and “knowing I did the best to make [person] happy and achieve independence.”

Another staff member told us; “You are there for 1 person and get treated right. You give them what they want.”

People were positive about receiving continued care based on their needs.

Staff told us they knew how to escalate any changes in people's needs to ensure referrals were made to the relevant health professionals.

Feedback we received from professionals working with the service has been positive. One professional working with the service told us; “Excellent care & support has been provided; [registered manager] ensures the carers are well suited to meet the needs of the person they are supporting i.e. my first client was an older [person] with dementia & physical issues & the second a much younger [person] who wishes to remain living in [their] own home, [they] struggle to retain [their] independence due to advanced Parkinson’s with Dystonia. I am aware [their] life has been transformed by the support provided by her Live-in carers.”

The service had a process in place for making referrals to and working alongside other services to support people's needs. We saw evidence of this.

People and their relatives did not share any concerns in relation to how staff communicated with them. They provided positive feedback about how staff talked to people and about the way in which, for example, they encouraged choices.

Staff provided with us with examples of how they communicated with people and how they tailored their communication style to suit people’s needs, situations and disposition.

The service complied with the Accessible Information Standard by meeting people’s information and communication needs.

People’s communication needs were assessed and considered part of the care planning.

People and their families told us that when they raised concerns and complaints these had been dealt with in a timely and satisfactory manner. One relative told us; “They are so professional, personable and deal with issues immediately. We feel Listened to!”

Staff and the management team told us that regular contact was made with people which also involved gaining feedback about their care.

The service had a system in place for people to raise concerns and complaints. These were investigated and resolved.

People and their relatives did not share any concerns in relation to this area.

Staff and the registered manager talked to us about the action they took and would take if people required support and treatment from healthcare professionals.

One professional working with the service told us; I have worked with [name] Registered Manager for 1-2-1 Live-in Care Agency on two recent occasions. At the time [registered manager] was able to respond quickly and efficiently to the need for a rapid response to undertake a joint visit assessment and subsequently find the appropriate support required for both of my clients thus mitigating the need for them to go into placement.”

The service told us they had systems in place which enabled equal access to care for everyone. This included access to emergency unplanned care as well as arrangements for out of hours access.

People and their relatives were complimentary about the care they received from the service. One relative told us; “They are regular, consistent and reliable so without doubt I would recommend them, they enable mum to live her life as independent as possible. I would give them 10 out of 10 !!”

Staff gave examples of how they supported people to ensure equity in experiences and outcomes.

People were able to access the care, support and treatment they needed when they needed it.

When people’s health or needs deteriorated, staff acted promptly and sought medical advice when needed. We were provided with examples of this.

The service supported people to attend appointments if needed.

People and their families did not make any comments in relation to this.

Staff confirmed they received training in relation to end of life support. Through the examples they provided, it was evident that a person’s comfort and wishes would be at the centre of the care provision should they support someone reaching end of life. Staff also stated that they would support and involve families. One staff member discussed about listening and following any religious beliefs of the person.

At the time of the assessment the service was not supporting anyone at end of life. The registered manager explained to us how they would approach this subject with people and families if this time was to come. They explained how they would work with families to best support people as per people’s and their families’ wishes and respect that.