Lancaster & Morecambe Domiciliary Service

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.

At our last assessment we rated this key question Good. At this assessment the rating has remained 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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People were supported by caring and compassionate staff. We saw staff were patient and kind with people they supported. People appeared to be at ease and comfortable with their staff. Daily care records were written in person centred ways using in respectful language.

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were respected as individuals with their own cultures and preferences. Care records reflected people’s individual experiences and identified what was important to them. Some people showed us their bedrooms which were all different and reflected people’s taste and preferences. Staff understood people’s wishes and preferences.

One relative described how staff were able to be flexible in their approach when supporting their relation. “Staff work flexibly with [Name], they know they need to go with the flow for them.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were encouraged to make choices both on a day-to-day basis and in relation to longer term plans. Staff promoted people’s independence, some people showed us all the jobs they were doing in their home and how they planned tasks. Care records showed what people could do and what things they might want to do more of. People had access to equipment and technology to support their independence.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People were responded to by staff when needed. Though some people were not able to communicate verbally, staff were able to identify people’s non-verbal communications. Recently the provider had responded to concerns about staff awareness of safety incidents in one of the tenancies and had ensured the risks had been addressed.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff praised their colleagues and leaders. Staff we spoke with seemed genuinely happy to be supporting people and felt teamwork in the service was good. One member of staff said, “Colleagues are knowledgeable, the manager is very supportive, and we have people working here who really care about the residents.” Another staff member said, “I love everything about working here.”

Staff had access to additional support from the provider, including health and wellbeing services.

Staff felt able to discuss any issues with leaders and were confident their views would be valued.