Lifeways Community Care (Poole)

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

Responsive – this means we looked for evidence that the service met people’s needs.

At our last inspection we rated this key question good. At this inspection the rating has remained good.

This meant people’s needs were met through good organisation and delivery.

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 service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People’s care plans and risk assessments provided person-centred guidance, directing staff how to support people with their daily living needs. For example, oral health, communication, dietary requirements and personal goals. Care plans were reviewed regularly, with relatives involved in the process. Staff told us they had enough information to support people’s individual needs, and they were updated with any changes.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People had access to the care they needed, when they needed it; this included seeing their GP or dentist. Staff told us there was continuity of care. One staff member said, “We focus on person centered support and each flat we support has a team of support staff who understand the needs of each person we support. The team work on building relationships with each person we support, and we have keyworkers in place who have good relationships with their key person and their families.” A professional we spoke to told us they provided additional training and guidance to staff to drive improvement in areas where gaps had been identified.

The provider followed the Accessible Information Standard, which set out what organisations must do to ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand. It also says people should get the support they need in relation to communication.

Information was provided in formats people understood, such as easy-read guides for safeguarding and complaints. People’s care plans provided clear details around communication needs, enabling staff to communicate effectively with them.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

People care plans were reviewed regularly, and relatives were actively involved in care planning process. One relative told us, “During [persons] reviews, they always ask me what I think. Whatever I suggest has always been listened to.” A complaints policy and process were in place, and relatives told us they knew who to contact if they had any concerns. They were confident their concerns would be taken seriously.

The service made sure that people could access the care, support and treatment they needed when they needed it.

The service contacted relevant professionals for support, ensuring people received the support and treatment they required. Relatives told us people were supported to access health appointments when needed.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Relatives were positive about the care and support provided. People were supported to engage in meaningful activities at home and in the community. They were also supported to go on holidays. Staff told us they had enough information to ensure people received safe care.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People had end-of-life care plans which were personal to them and included their future wishes. At the time of this inspection, the service was not supporting anyone who was receiving care during the final stages of life.