Loyal Bee Care

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective

This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

Assessment processes were comprehensive and identified and included people’s physical, medical and emotional needs. The assessment was written from a first-person perspective, questions were phrased “How my medical history might influence my care”. This helped staff to understand people and to deliver care in line with their wishes.

Staff were informed of any changes to people’s care needs via the provider’s electronic App. This ensured any changes could be made and delivered in real time. We saw assessments were regularly updated; daily feedback by care staff was checked and actions taken. One professional told us, “Their teams consistently strive to adapt care delivery to individual needs and preferences”. Relatives told us, “When they came in, they constantly reviewed [family members] care needs. They will ask questions like do you think [family member] needs more care.” Another said “There was an initial meeting with the [manager]. When [family member] had a crisis, they increased the carers in response. They brought in a system to document what [family member] eats and drinks to support the crisis.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Care staff were skilled and understood how to meet people’s individual needs and had a working knowledge of current best practice. Health care professionals told us, “The quality of care is excellent. Support is constantly delivered in a highly person-centred way, with clear respect for dignity, independence and emotional well-being. The team demonstrates sensitivity, professionalism and genuine care” and “The service goes above and beyond for clients and will do their best to meet the wants and needs of people and their families.” A relative told us, “They are pretty good at picking stuff up. Notes on the care plan they refer to. I can’t fault them; I have never had a moment when I thought they had not done this or that.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

The service engaged positively with people’s relatives and involved health care staff to ensure people’s needs were met. A relative told us, “They do share information. They have an App with the care plan, and I can access as well to see what has happened. The manager asks my permission before sharing information.” Professionals were highly complimentary of the services’ collaborative approach and told us, “Communication across the team, as well as with fellow health care professionals and patients is excellent”. Another said, “Their support has also extended beyond the family home, including working effectively within a hospital setting during periods of admission, which demonstrates adaptability and a strong commitment to continuity of care.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

The service always supported people to access health services when needed. Care staff were trained to report any changes in people’s needs, allowing the provider to respond appropriately to identified risks. People and relatives told us, “They encourage me to eat healthy. They also encourage me to drink enough drinks” and “They support [family member] with their exercises. They help [family member] to have healthy meals and they try to encourage and give lots of choices” another said, “They sit and have a coffee with [family member], a valuable social occasion. They know [family member]. They love a bit of a laugh with them.”

Care staff told us, “Their [provider] main ethos was to have continuity of care and provide regular feedback, we know when an infection is brewing or if there is a change in behaviour and we report it.” Another said, “It’s about stepping in when needed and stepping back when able, always giving choice. It is not task focused or rushed, if there was an incident or didn’t feel it was safe to leave a person we [care staff] would be given extra time.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

Incidents had been effectively reviewed to check outcomes were appropriate and if actions were needed to improve the care individuals received. People’s health was monitored. Staff understood the importance of reporting changes in people’s needs and escalating concerns to relevant healthcare professionals.

A professional told us, “The ‘on the ground’ carers provide excellent care to clients and always report any noticeable or concerning changes to presentation in a timely manner. This is mostly due to the excellent relationship they have with the management team who encourage and support their employees to raise concerns.”

People and their relatives were consistently complimentary of the service provided. They told us, they were confident any concerns reported would be addressed. One relative said, “Yes, they definitely improve outcomes for [family member]. Their mood is much better, and they look forward to them coming. [Family member] is more mobile and physically it is working for us having the carers.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

Staff understood the need for consent before providing care. We observed staff asking people how they wanted to be supported and checking with them before providing care. Our observations confirmed staff respected people’s choices and decisions. One person said, “I do have rights to consent.”