Lifeline Carers PVT 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 newly rated 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 made sure people’s care and treatment was effective. They assessed and reviewed people’s health, care, wellbeing and communication needs with them.

The registered manager and other senior staff completed assessments of people’s needs prior to using the service and ensured people were included in the assessment process. These assessments were updated and reviewed regularly, with pertinent information updated.

Staff were confident in accessing care plans and updated people’s daily notes regularly. The provide had put in proactive steps to improve the standard of note taking in people’s care records.

The provider planned and delivered people’s care and treatment by including what was important to them. They did this in line with legislation and current evidence-based good practice and standards. Policies and procedures reflected this.

People had confidence in the support they received. One said, “All the duties are covered within the time frame and we get a good write up after each visit”. A relative said, “The carers encourage my relative to make his breakfast to promote his independence”.

Staff were aware of people’s needs and care was delivered in line with up-to-date guidance, including the Mental Capacity Act 2005 code of conduct.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by documenting and sharing information well.

People and relatives confirmed there was a continuity of staffing. This meant people were consistently supported by people who knew them well and needed no introduction.

Sharing of information between staff was effective so errors were minimised. The provider had good working relationships with external professionals and were hopeful of making more connections.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to make the choices they wanted, and to encourage healthy options.

Staff supported people to make their favourite meals and there was positive feedback about their competence in this area. An external professional said, “They made sure the person had snacks and drinks as they knew they might be the only person they would see that day.”

A relative said, “I asked the carers to encourage my relative to eat and drink and the carers encourage her because of her illness she had difficulty swallowing.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

Staff used a range of measures and recognised tools to update care planning information with accurate information about people’s health and wellbeing. The provider recognised the need for their care planning system to have better condition-specific risk assessments and was working with the software provider to improve this. Relatives welcomed the ability to access care information. They said, “I can see on the app exactly what carers did each visit.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

Staff had completed training in the Mental Capacity Act (MCA) 2005 and understood the principles of consent. They described how they respected people’s right to choose and how they would seek support if they felt someone’s ability to choose was changing.