LOYALTY HEALTHCARE LIMITED

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Date of assessment: 31 July 2026

Loyalty Healthcare Limited is registered to provide personal care to people living in their own homes. They provide a service to older and younger adults. The provider also manages 2 supported living settings. People were not supported with personal care in the supported living settings.

The service was registered with CQC on 12 December 2023, and this was the first assessment. The service has been rated good.

People received safe care. The provider assessed risks to people’s safety and wellbeing. They involved people in making decisions about risks and supported their choices. People received their medicines in a safe way.

There were enough staff to care for people and meet their needs. There were systems to check staff suitability during recruitment and inductions. Staff undertook a range of training to understand their roles and responsibilities. Staff had access to guidance and information about best practice. Staff were well supported and had opportunities to discuss their work with the registered manager.

The provider assessed people’s needs and choices. They created person-centred care plans which were regularly reviewed and updated. Staff monitored people’s needs and wellbeing. People consented to their care and were involved in making decisions.

Staff treated people well and were kind. People were supported to be independent when they wanted, and this was safe for them. They had information about the service and opportunities to share their views.

There were effective systems to monitor and improve the quality of the service. There were systems to learn when things went wrong and to investigate accidents, incidents and complaints.

People's experience of this service

People had a good experience of the service. People liked the staff and the registered manager. They explained they were well supported and treated with respect and care. People were able to make choices and told us staff respected their decisions. Staff arrived on time and followed care plans. People told us the agency was responsive when they requested changes. People knew who to speak with if they had concerns about their care. They felt the registered manager respected and valued their views.

People told us they felt safe and that staff were well trained and knowledgeable. Comments from people and their relatives included, “The work is very personalised, and we are happy”, “The care workers are kind, caring and respectful. They always treat me well and help me with the things I need. The manager is also very supportive” and “I have been very happy with the care they provide. The care workers are kind, respectful and professional.”

The provider gathered their own feedback through reviews and surveys. Recent feedback they had received included, “[Care workers] are always kind and treat [person] with great respect. They help [them] maintain independence” and “I have noticed a big change. Person is much happier, relaxed and confident. [They] talk about staff all the time and how they are kind and caring every single day.”