Lifeline Carers PVT 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 newly rated 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 always treated people with kindness, empathy and compassion. They respected people’s privacy and dignity. Staff were respectful and professional with other organisations involved in meeting people’s needs.

Relatives said, for example, “My priority as relative is now making sure the people who look after [person] are caring and I think they tick every box”, and, “They demonstrate a lot of empathy; they will talk to my relative while carrying out the care and keep them at ease all the time.” One external healthcare professional told us, “I have been impressed with their patience and demeanour.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Care planning and delivery considered people’s abilities, preferences, aspirations, culture, backgrounds and protected characteristics.

Staff considered people’s individual needs and preferences. Care plans were written from a person-centred perspective and gave a good amount of background into people’s lives.

The provider worked well at promoting people’s independence with the opportunities they had. People knew their rights and had choice and control over their own care, treatment and wellbeing.

People were encouraged and empowered to undertake tasks independently where they were able. For instance, helping make their own meals, choosing their plans for the day. Staff were supportive and encouraging.

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

People told us staff understood them. They had formed good bonds with staff and built rapport. They felt able to disclose concerns if they had any. Family members had high levels of confidence that staff would pick up on subtle changes in people’s needs because of these well-established bonds.

The provider cared about and promoted the wellbeing of their staff. They supported and enabled staff to deliver person-centred care. For instance, they accommodated annual leave and rota adjustments for religious observances such as Ramadan, Eid, Diwali and other significant religious events wherever possible.

One staff member said, “It has been good from the start – very supportive.”