Loyal Bee Care

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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

Caring

This is the first assessment for this newly registered service. This key question has been rated outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Staff excelled in delivering kind and compassionate care. They always looked for ways to improve people’s lives. Professionals told us, “They provide exceptional care and support to local people with various levels of need, who often live quite remotely and are more isolated from services and family support than people living in more urban areas” and “They go above and beyond what one might hope for, particularly with difficult scenarios.” For example, one person required support with some very difficult medication administration, as well as eating and drinking. This required great patience and adaptability from the entire care team. The record keeping to support the clinical monitoring of their medication was reported as excellent by the community specialist palliative care team lead and meant that this person, with the right level of pain relief management, was able to die at home as they had wished for.

The provider was able to support a person receiving end of life care. The person did not have any family and wanted to die at home. Funding provided was not enough to cover the cost of providing care at home 24 hours. The care team, including the managers, set up their own volunteered shift pattern covering 3 weeks so that the person was not left at home to die alone. Staff found Methodist songs and prayers to which the person felt comforted by.

People described staff as very nice people, always helpful and friendly. People and relatives told us, “Yes, definitely kind and compassionate carers. We go to Falmouth and look out at the moors”, and “Kind and compassionate, every single one of them. Really caring people, they take their time, don’t rush [relative] and are patient” and “Are absolutely caring, genuinely so. They are brilliant and kind to me as well. They do things the way [family member] likes.”

The provider was nominated under the category of ‘Community Care Worker of the Year’ for the Proud to Care Awards 2025 one nomination said, “Staff member is discrete, utterly accepting, non-judgemental, has fabulous initiative and provides consistent unwaveringly kind and high calibre care and support.” The Proud to Care Awards are in celebration of those who go above and beyond within Cornwall’s independent social care sector. The nomination is recognition of the positive impact on the lives of those they support.

Staff spoke warmly of the people they supported and told us, “Always ask, not being invasive or intrusive, it’s their decision unless limited capacity, all respect and dignity is given”.

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.

The provider matched people with care staff based on personal attributes to help build trusting relationships and ensure high-quality service. For example, one person liked to be supported to go to church and care staff would pray alongside them and they would sing hymns together.

Care plans included details about what was important to people. One care plan said, “My mobility will need risk assessing on every visit as it could fluctuate and if I am struggling with my mobility, I might prefer to be transferred using the wheeled commode.”

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

Care staff told us, “I like to encourage them with their mobility to be independent and do things for themselves and encourage them to make their own decisions, like shopping or going out for lunch.”

Professionals told us, “Most importantly they are kind, they go above and beyond to support patients to remain living and sometimes reach the end of their lives safely at home often with a multitude of very complex and challenging diagnoses and behaviours.”

The provider was exceptional in how they 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.

Staff demonstrated patience and attentiveness when supporting people, particularly those with complex situations.

Professionals told us, “The company not only delivers care in line with what is agreed but frequently goes above and beyond. This is particular evident given the complexity of the situation, where the client had previously only been cared for by family. The team worked sensitively and at the family’s pace, respecting established relationships and building trust gradually. They had taken care to introduce suitably matched support workers and have remained flexible and responsive throughout.”

People and relatives described how staff noticed when something changed and acted immediately to provide reassurance or support. One relative told us, “They respond quickly and if they observe a need they deal with it quickly”. The provider had software that allowed people and their relatives to access daily notes through a family portal, with permission. Another told us, “[family member] faces significant restriction, their great joy is to converse, one of the few things that gives them distraction from the difficulties of pain. It is essential they are ‘on the same page’ so to speak. They [staff members] understand [family member] and their presence each week is something they really look forward to and is enriched by.”

One person who was very spiritual and who taught meditation had a goal to be able to access their lovely peaceful garden. The team worked closely with specialist Neuro Physio; to be able to move them in a very specialist way to provide personal and emotional care and support and they were able to achieve their goal of accessing the garden.

Care staff described how they remained with a client who they discovered had fallen until the ambulance arrived, they were also supported by managers during this time.

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.

The provider operated within a 5-mile radius of the office, reducing travel time and improving staff job satisfaction and community responsiveness.

Care staff were all exceptionally positive about the management style and culture. Care staff told us, “Never feel shy of asking anything, they are always there to help, and I do feel valued” another said, “Feel very supported and can call them anytime night or day, always thanked when you have done well and they always pass on appreciation from clients and families.” Another said, “Good company, well led and feels valued, there is flexible working and if you are not happy about something they do listen to help you out.” The provider had access to impartial mental health and wellbeing and HR support to improve employee relationships and prevent staff burnout.

The provider had recruited an ‘in house’ accredited trainer with access to local provision so face-to-face practical training could be carried alongside mandatory eLearning units. Mandatory, regular clinical supervision was built into staff support and quality assurance. A relative told us, “The meticulous daily reporting, the regular contact with me, the training programme which requires all new carers to shadow for a time before going ‘solo’: all of this in combination gives me every confidence in Loyal Bee.”

The provider recognised a single method of training delivery would not meet everyone’s needs. With an in‑house trainer, the provider was able to offer responsive, year‑round education, adapting quickly to emerging needs. For example, if a person’s manual handling requirements changed, they could immediately provide tailored training to ensure staff remained safe, competent, and aligned with best practice. The provider was proactive in supporting staff to grow into future leaders.

Care staff were selected as ‘carer of the month’ and given a cinema ticket. At Christmas there was a team wreath building activity and care staff were offered either a joint of meat or a veg box. Staff were unanimous in saying how “lovely” it was to work for the provider.