Inspire Lives Care Services Ltd

On this page

• 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 means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment of this service. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Everyone without exception said how kind, caring and diligent staff were. All feedback we received noted how staff had forged good relationships with people and their relatives. One person said, “I am just so pleased I have them, they are so professional”. A relative said, “They work so hard. They are very caring.”

Feedback we received from staff assured us they undertook their role with compassion and kindness. They treated each person empathetically and upheld their privacy and dignity. One staff member said, “I understand the importance of delivering person centred care to our clients and discussing their personal choices with them on how they like to receive their care. This ensures they receive dignity is promoted”.

The registered manager told us they completed regular spot checks of staffs practice to monitor the quality of care they delivered. This included observing their interactions with people to ensure they continually upheld people’s rights, choices and preferences.

Additionally, they requested people and relatives give their feedback on compassionate care through regular surveys sent to them. The most recent survey we reviewed noted all respondents said staff were compassionate.

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.

People’s feedback assured us staff recognised them as individuals and when needed were able to adapt their approach to ensure this was maintained. One relative told us, “My [family member] cannot verbally communicate, and has to mouth everything they are trying to say. The carers are able to lip read so they know what they are saying. They have got really skilled at it. It’s one way they have gotten to know themreally well.”

Staff shared their experience of working with different people with various needs and how they tailored their approach so they could provide individualised care to them. A staff member said, “It is important we get to know each person well because everyone is different. We have the time to do this, so we get to know people and understand them.”

No one using the service referred to any specific religious or cultural needs they held which needed consideration. However, within assessments and care plans these were discussed with people to ensure care provision could be appropriately tailored to meet their needs if they did.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. One person said, “I have lots of calls in a day. I want to get more independent and have less calls during the day, so they are helping to show me how to do things for myself.”

People were supported to maintain relationships with friends and relatives. Managers and staff promoted and recognised the benefits positive relationships have upon people to support their ongoing emotional wellbeing, and their role in supporting this. One person said, “They take me out to the park or to see my [family member] or the shop which are close by. They are so good helping me to do things I want. They don’t just do the personal care things and then leave me to sit in my wheelchair until they come later in the day again.”

People’s preferences and routines in relation to personal care were recorded to support staff to meet their individual preferences. Staff we spoke with were able to tell us about people in depth and how they chose to lead their lives, and the importance in their role to enable people to achieve this.

The provider listened to and understood people’s needs, views and wishes. People and their relatives told us their care calls were almost always at the time they were planned for and by the same staff. This supported timely and continuity of care provided.

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. One relative said, “My [family member] needs lots of support with continence care throughout the day. They always support them with this and never find it too much trouble.”

Managers promptly contacted and worked with external professionals when people’s needs changed. One health professional told us, “Our recent review with a family the service supported did not raise any concerns and they were satisfied with the level of care and support provided. The registered manager is a nurse, and they have clinical oversight, so their health and individual care needs were met.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about the management team and told us they felt valued and supported in their roles. This positive culture helped ensure staff were enabled to provide compassionate, person-centred care. One staff member said, “The manager is so good, and I feel all of us are supported.” The registered manager said, “I have 'check in days' with all staff and this is in addition to supervision and appraisals. I know my staff intrinsically well and they have a trusting relationship with me I feel. I also arrange and fund social events for them outside of work.”