LOYALTY HEALTHCARE LIMITED

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

This meant people’s needs were met through good organisation and delivery.

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.

People received person-centred care which reflected their needs and choices. People were involved in planning their care. The agency was responsive when people wanted changes. Comments from people and their relatives included, “My needs are met. They help me with bathing, applying cream and reminding me to take my medicines” and “Staff understand [person’s] care needs.”

People received continuity of care. They were supported by the same regular care workers. Staff worked in collaboration with external health and social care professionals when needed. They shared information with others, when needed, to ensure people received continuity of care. The provider had a 24 hour on-call telephone line which people or staff could contact if they needed help or advice.

People were provided with the information they needed. People were given copies of their care plans and other documents related to their care and support they could expect from the agency. The provider produced easy to read documents to support people to understand information. They distributed a monthly newsletter to people telling them about the agency, signposting them to other resources and giving tips about wellbeing. A person told us, “I have the information I need, and I know about the care I will receive.”

The provider listened to and involved people. People were involved in developing their own care plans. The registered manager met with people to review their care and ask for feedback. They asked people to complete surveys about their experiences. A person told us, “The manager checks that everything is going well and makes sure I am happy with the care I receive.” The registered manager explained they asked people using the service to help them interview new staff so they could share their views on suitable candidates.

There was a suitable complaints procedure. People knew who to speak with if they had any concerns.

The provider ensured equity in access. Staff supported people to access the services they needed. For example, attending medical appointments and being out and about in the community when this was part of their planned care.

The provider ensured equity in experiences and outcomes. The registered manager assessed and planned for people’s diverse needs. They made sure barriers to providing care were identified and mitigated. Staff liaised with people and their relatives to make sure they felt their needs were being met. Staff undertook training to understand about equality and diversity.

The provider helped people plan for the future. They asked them about their wishes for future care and objectives they wanted to achieve. Staff provided care which helped people work towards these objectives. At the time of our assessment, no one using the service was being cared for at the end of their lives. Staff had undertaken training about providing end of life care.