Local Solutions Liverpool Branch

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 inspection since the provider changed registered address. Their rating at the last inspection was good. At this inspection this has remained 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. Staff treated colleagues from other organisations with kindness and respect. People consistently told us staff were caring and respectful. One person said, “They are attentive, professional and understand [family member’s] anxiety. There is always light-hearted conversation.” Another commented, “They listen, that helps me so much, they are very understanding, they are worth their weight in gold.”

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. Care plans included personalised information about people’s preferences, routines, and life histories. For example, 1 person’s plan included their preferred name, religious beliefs, and social interests. Staff were aware of people’s individual needs and adapted their approach accordingly. One person said, “They talk to me, tell me what they are doing, and get me involved.” This helped people feel valued and respected.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. For example, 1 person’s plan included instructions to loosen the top of a water bottle to promote independence. Staff also supported people to attend appointments and access community services.

The provider 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 responded promptly to people’s needs and ensured they were comfortable before leaving. People told us carers stayed for the full duration of their visits and were not rushed. One person said, “They are always here around the same time, stay the full half hour, never rushed and I always get a cup of tea before they go.” Staff checked in with people and responded to any concerns or requests during visits.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff told us they felt supported and valued by their managers. They described their work as rewarding and were proud of the care they provided. One staff member said, “Leaving someone’s home knowing that they are comfortable and safe that’s what makes me proud.” Staff had access to regular training and felt confident in their roles, which helped them deliver compassionate and person-centred care.