Lionheart Domiciliary Care Services Limited - Deptford

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 70 (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 and staff always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff promoted people’s privacy and dignity by ensuring doors and curtains were closed when providing people with personal care and covering parts of their bodies when supporting them to wash.

One person’s relative said, “We are very happy with the carers. The carers are kind, respectful and take the time to interact with [her/him].” Another person’s relative told us, “The carers are always pleasant and kind with my [mum/dad].”

The provider did not always ensure people’s care and support met their needs and preferences.

The issue we found regarding 1 person’s moving and handling meant the person’s needs and preferences had not always been met.

The provider did treat people as individuals and took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s needs assessments and care plans included their personal histories, cultural requirements, individual preferences and goals.

A person’s relative said, “They [staff] have developed a really great relationship with [her/him].” Another person’s relative told us, “The carers understand the support [she/he] needs and follow the care plan well.”

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

Staff supported people to be independent, including walking on their own and preparing and cooking their own meals with minimum staff support where possible.

People and their families were always involved in planning their care and making decisions about their support and were always included in reviews of their care and support needs.

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.

Although we found issues with moving and handling and medicines management, people had received the care and support they needed at the time, and no one had been harmed.

A person’s relative said, “They [staff] take the time to check how [she/he] is and make sure [she/he] is comfortable. They are good at picking up on what my [mum/dad] needs. If something needs doing, they don’t rush off, they make sure it’s sorted. If something extra needs doing, they are usually happy to help.”

The provider cared about and promoted the wellbeing of their staff.

A member of staff told us, “There is recognition for us, there is employee of the month.” Another staff member said, “The manger asks me how everything is and how I am doing. They give us gift cards at the end of year to show their appreciation of us.”

The registered manager told us, “Staff rotas are based on their [staff] availability and how often they want to work, we do not ask staff to work more than they want to. We have flexibility with the rota around child-care; we ask about it during the recruitment process. We ensure staff are not on shift during school-pick up times, for example. We base the rota on when staff say they are available.” The registered manager added, “We have a staff social media group, and we compliment carers for their achievements there. During Christmas, we give staff gifts, and we give them vouchers. We celebrate staff achievements.”