Lifeline Carers PVT 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 newly rated 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.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People had suitably detailed support plans and were involved in planning their care. Staff completed regular reviews of care planning documentation. One external healthcare professional said, “The provider does ‘get’ person-centred care – staff will stay and make sure they’ve done everything they can for the person rather than getting away a few minutes early.” A relative said, “The cares have a good personality and easy to approach.”

The provider understood the diverse health and care needs of people and their local communities. Care was joined-up, flexible and supported choice and continuity.

People and relatives felt staff had a good understanding of their needs and preferences. Staff stayed for the duration that was planned and were able to give people their full attention. The provider ensured rotas and travel times were planned to support this.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Staff took account of people’s communication needs and interacted with them well. The provider ensured staff for whom English was not a first language were able to confidently interact and communicate with the people they were supporting. We received positive feedback from people and their relatives in this regard. This led to stronger relationships and trust.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider had effective complaints policies and processes in place. Concerns had been few and were dealt with effectively and in a timely manner.

A relative said, “We are listened to. We have a care plan and it’s reviewed occasionally and I believe it’s reflecting the care she gets.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff supported people to access healthcare and to access the community when this was part of their care planning. The service advocated for people to ensure that their individual needs and wishes were respected and supported.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider had relevant policies regarding equality and discrimination. Leaders were mindful of the diverse needs of people who used the service (and staff) and worked hard to ensure any barriers to accessing good care were tackled.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.