Local Solutions Liverpool Branch

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. 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’s needs were met through good organisation and delivery.

This service scored 71 (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 needed more robust care planning and assessing in some parts of people’s care plans to make sure people were at the centre of their care and treatment choices. The did not always have enough detailed person centred information to ensure they could respond to any relevant changes in people’s needs. While most care plans included personalised information, such as preferred names, routines, and communication needs, some others lacked sufficient detail or consistency. For example, 1 person’s sensory impairment was noted on the front of their care plan but not reflected in the main body of the document. Another person’s care plan included generalised statements about their mental health diagnosis without explaining how this affected their daily life or how staff should adapt their approach when supporting them. We raised these concerns with the provider, who acknowledged the need for this improvement and have since committed to improving these sections of care documentation.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People received care from regular staff who knew them well. This supported continuity and helped build trusting relationships. One person told us, “I always have the same carers and we trust them.” Staff were aware of people’s routines and worked flexibly to accommodate changes. For example, carers adjusted their approach when people declined certain aspects of care to engage them and to ensure they were making informed choices.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and their families were given information about the service, including contact details and how to raise concerns. One person said, “We got an information pack with all the contact details at the office.” Staff also kept people informed about changes to care or staffing, and people felt confident contacting the office if they had questions.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People felt listened to and involved in decisions about their care. Feedback was regularly sought through surveys and care reviews. One person said, “Every couple of months someone from the office comes and asks, does the care meet your needs?” Staff also encouraged people to express their preferences during visits and adapted their support accordingly. There was a complaints policy and procedure in place, and everyone knew how to complain.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff supported people to contact the doctors or community nurses and helped them to book appointments for routine healthcare where needed.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The service supported a diverse range of people, including those with complex health needs, learning disabilities, and mental health conditions. Staff had received relevant training, such as in epilepsy, PEG care, and autism and had worked alongside other involved professionals to ensure everyone received a good standard of care.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Care plans included information about people’s long-term needs and support arrangements. For example, 1 person’s plan included guidance for their family on how to arrange additional support when needed. Staff were aware of people’s changing needs and worked with families and professionals to plan ahead.