Live in Care

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 remained 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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and their relatives were complimentary about staff. Comments included “They are both nice people, respectful and seem to love their job.” and “She has good ‘presence’, she’s kind and we usually have nice conversations.”

One staff member told us they treated people with respect, protected their dignity, followed their wishes and let them carry on with their life and preferences.

Care documentation contained information for staff on how to maintain people’s dignity and privacy.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s care and support was tailored to their individual needs. The provider had a system in place of matching staff with people and people with staff. This was done through staff profiles which were presented to people and also anonymised people’s profiles which were presented to staff to ensure staff were suitable to meet people’s specific needs. As much as possible, people had support from consistent carers.

A health and social care professional told us; “My client has been lucky enough to have the same rotating carers from Live in Care for quite a considerable length of time which has been very beneficial.”

Care documentation contained information in relation to people’s life histories and likes and dislikes. We heard examples of how people were supported to meet their cultural needs, maintain some of their life interests and pursue their hobbies.

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

Care documentation included information for staff on how to promote people’s independence. People were involved in their care and support through regular phone calls from the office staff and periodic reviews.

One person told us; “We have an evolving relationship. She [staff] manages my diary and has a good understanding of how I like things to be done. She’s now a proper companion.”

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.

The service had a system in place to monitor the client logs daily. This enabled them to see if there were any changes. Their electronic care planning system also allowed staff to raise concerns if something had happened. By logging this, an alert was immediately triggered to inform the office staff about this. The registered manager told us that this meant they can act promptly on any concerns raised. They were very proud of the how responsive they were because they could act on any concerns quickly, for example in relation to any infections people might experience, skin integrity concerns or changes in people’s disposition.

A relative told us; “They’re always responsive and quick to respond to any problems. They’ve helped me too if I have any problems.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

The service operated flexibly to support a work-life balance for staff and provide reasonable adjustments to support staff health, where necessary. Additional support was available to staff depending on, for example individual circumstances and life events.

There was a system in place for periodic wellbeing phone calls to staff who were supporting people in a placement.

One staff member told us that they have been working in care for an extensive number of years with different agencies but not come across a company that gives so much support as Live in Care does. Another staff member told us; “Fantastic, you can go to them [service] about anything. They know it’s important to be happy. Approachable, totally supportive, nicest group of people you can meet”.