LOYALTY HEALTHCARE LIMITED

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this service. This key question has been rated good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 assessed people’s needs with them. They developed care plans which reflected these needs and choices. Plans included clear guidance for staff. People were able to share their views and had copies of their assessments and plans. The registered manager regularly reviewed these with people to ensure they remained suitable.

People received evidence-based care. The provider ensured best practice guidance was incorporated into people’s care plans and staff had access to this. The registered manager discussed different areas of best practice during each team meeting and with individual staff. They also provided additional reference guides. Staff completed a range of training to understand about their roles and good care. A person using the service told us, “The care workers are well trained and know how to care for me properly.” Staff explained training was useful. Their comments included, “Training is helpful and brings a new perspective for me” and “We have training, talk in team meetings and learn with each other.”

Staff worked together and shared information to help ensure people received personalised and consistently good care. There were regular team meetings. Staff discussed best practice and key procedures during these. Comments from staff included, “I like to share my experience with other staff. This helps with continuity and everyone is on the same page”, “We learn from different people who may have a different approach” and “We talk about work and we support each other.”

The provider supported people to have healthy lives. The registered manager discussed people’s healthcare needs with them. They provided clear guidance for staff to understand the support people needed and additional guidance and information sheets about healthcare conditions. The registered manager was a nurse and used their knowledge and skills to help show staff about best practice. Staff supported people with their nutrition and hydration when this was part of their care plan. Staff understood they needed to report any changes in people’s health or wellbeing.

The provider monitored people’s outcomes. The registered manager discussed people’s desired outcomes as part of their assessments. They met with them and asked for feedback about whether these outcomes were achieved. Staff completed logs of care and identified any concerns which they shared with the person, their relatives and the registered manager so these could be addressed.

The provider obtained consent from people using the service. People were involved in creating and reviewing care plans. They made decisions about their care and staff respected these. People told us staff always obtained consent before providing care. A person told us, “The care workers always listen to me and involve me in decisions about my care.” The provider had systems to assess people’s mental capacity and to work with their representatives to make decisions in their best interests if needed.