Lionheart Domiciliary Care Services Limited - Deptford

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.

At our last assessment, we rated this key question good. At this assessment, the rating has remained 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 individualised, person-centred care plans in place, staff knew people’s needs and preferences well and people received their care and support in line with their preferences and goals.

A person’s relative said, “If there is a new carer, they will check in with an experienced member of staff before going in to support [her/him]. They [the service] make sure that someone who knows the person and their needs provides the support.”

Another person’s relative told us, “The carers know what they are doing when they come in to support my [mum/dad]. Sometimes there are a few different carers, but they all seem to know the routine.”

The provider understood the health and care needs of people, so care was joined-up, flexible and supported choice and continuity.

People received continuity of care because the provider ensuredthey received their care and support from the same core of care staff.

A person’s relative said, “There is a robust care plan in place, so each carer knows exactly what they are doing. If the main carer is not available, there is always a good replacement.”

The registered manager told us, “During the initial assessment we tell people they will have a maximum of 3 carers, and if it is to go beyond that, we will alert them beforehand. We also assign them a specific main carer.”

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

People’s care plans followed the Accessible Information Standard (AIS). The AIS isa mandatory UK legal requirement for adult social care services to identify, record, highlight, share, and meet the specific information/communication needs of people with disabilities, impairments, or sensory loss.

A person’s relative said, “Communication around any issues is very good and they [the service] always keep us informed. We receive weekly updates which keeps us well informed.”

Another person’s relative told us, “If there was ever a problem, I’m confident they [the service] would let me know.”

A member of staff said, “The care plan tells us how to communicate with people.” Another staff member told us, “People's care plans tell us how to communicate with the person.”

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.

There was a complaint policy and procedures in place and people’s relatives felt comfortable to raise concerns and were confident the provider would take action. The provider investigated complaints and responded to people and their relatives appropriately.

The provider carried out regular feedback surveys with people and their families and analysed the feedback to improve the service.

People and their families were able to contact the provider at any time to raise concerns or share feedback and ideas.

A person’s relative said, “The office is great and always responsive.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People could contact the service during the day via telephone or email, and there was an out of hours on-call phone number people and their relatives could use to contact the service at night and on the weekend. The provider also had a social media group people, and their relatives could use to get up to date information and/or contact the service.

A person’s relative told us, “Communication with the office and the care team is very good.”

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.

Although we found issues with moving and handling and medicines management, no one had been harmed and peoplewere treated equally andhad consistently good outcomes.

A person’s relative said, “We’ve never had any issues with [her/his] care, and I feel comfortable with the support [she/he] receives. We don’t have any concerns about the care my [mum/dad] receives.”

Another person’s relative told us, “[She/He] says [she/he] is very happy with the care they receive. We don’t have any concerns, they [the service] are one of the best agencies we work with.”

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.

Staff received end-of-life care training and people, and their relatives, could meet with the provider to discuss their end-of-life preferences and put an end-of-life care plan in place if they wished to do so.