T Lives Healthcare 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 to rate this service.

This key question has been rated good.

This meant people were supported and treated with dignity and respect and were involved as partners in their care.

This service scored 70 (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 consistently described staff as caring, respectful and compassionate. One person told us staff respected their privacy, sought consent before providing support and helped them start the day in a way that suited them. They said staff never made them feel rushed and described them as, “Amazing”. Another relative spoke positively about the strong relationship that had developed between a regular member of staff and their family member and said they felt safe with the support being provided.

Staff demonstrated an understanding of treating people with dignity, respecting preferences and maintaining positive relationships. One staff member described adapting support around a person's interests, communication needs and life experiences to help them maintain confidence, independence and a sense of belonging.

The provider treated people as individuals and recognised their different needs, preferences and life experiences. Staff described adapting support to what mattered most to people, including respecting routines, faith, cultural background, personal interests and preferred ways of communicating. Staff demonstrated a person-centred approach by supporting people to maintain valued roles, routines and activities that gave them meaning and purpose. People told us staff knew them well, supported their individual preferences and delivered care in a way that reflected their wishes and lifestyle.

The provider promoted people’s independence, choice and control. People told us staff sought consent before providing support, respected their preferences and involved them in day-to-day decisions. One person described how staff helped them choose their clothes and provided support in a way that maintained their independence and dignity.

Staff understood the importance of supporting people to make their own decisions and retain control over their lives. They described offering meaningful choices, respecting people’s decisions to decline support and adapting their approach around people’s individual needs, preferences and routines. Staff also encouraged people to do as much as possible for themselves and supported them to maintain activities and relationships that were important to them.

Although consent records were not always complete, evidence from people and staff showed that people’s day-to-day choices and decisions were respected. People were supported to remain independent and exercise choice and control over how they received their care and support.

The provider could not always assure us that staff had enough information to respond consistently to people’s immediate needs because records and guidance for staff were not consistently complete or sufficiently detailed. People and relatives gave positive feedback about regular staff and described them as responsive, supportive and willing to help when needed. Staff demonstrated awareness of how to respond to changes in people’s health, wellbeing and safety and described escalating concerns appropriately. However, gaps in care plans, risk assessments and contingency arrangements meant staff did not always have clear written guidance about how to respond to some known needs or changing circumstances.

Staff described feeling supported by management and told us they were able to raise concerns, seek guidance and access supervision.

Staff reported receiving spot checks, competency assessments and regular discussions with managers about their practice. They spoke positively about management support and felt able to speak up if they had concerns about people's safety or wellbeing. One staff member said, “Any actions identified are followed up.”

The provider had implemented training, supervision and competency arrangements, including annual medication training and competency reviews. Staff demonstrated knowledge of safeguarding, person-centred care, consent and emergency procedures. Staff feedback indicated a positive and supportive culture in which staff felt listened to and were encouraged to develop their skills.