LOYALTY HEALTHCARE LIMITED

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 for 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.

Staff treated people with kindness, compassion and respect. People were cared for by the same familiar staff who they liked. Their comments included, “I have a very good relationship with care workers. They are always kind, polite, friendly and respectful” and “[Staff] make sure I feel comfortable and supported in my own home.” A relative explained, “[Staff] treat [person] like family. They are so caring.” People told us their privacy was respected and they could make choices about the staff caring for them, including the gender of care workers.

People were treated as individuals. The registered manager developed personalised care plans which reflected their needs and choices. These included background information about people’s lives, the things that were important to them, their culture, religion and identity. A person told us, “The care workers always treat me with respect and my wishes, culture and beliefs are respected.”

Staff respected people’s choices. People told us they had helped to make choices about how they wanted care provided. They explained staff offered choices when providing care.

The registered manager had asked people about ways they wanted to stay independent and things they could do for themselves. This was recorded in their care plans. People told us staff supported them to be independent. A person commented, “The care workers encourage me to do what I can for myself and support me when I need help.”

Staff responded to people’s immediate needs. People and their relatives told us staff were attentive and responded well when people’s health or needs changed. For example, staff understood people’s healthcare needs and were able to identify when people showed signs of illness. Staff understood how people expressed distress and communicated their needs.

The provider supported workforce wellbeing and enablement. Staff told us they felt well supported. They had opportunities to speak with managers for support and advice. They felt there was good teamwork. They had support to develop their skills and learning. Comments from staff included, “I am very supported”, “It is rewarding and I am learning so much” and “I have regular individual meetings with my manager to discuss work and [they] ask me if I am ok, happy and my needs are met.”