Live in Care

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 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 received support which was tailored to their individual needs from staff who knew them well. Care documentation contained person-centred information and detailed what was important to people.

One relative told us; “They are absolute professionals, but above that they’ve invested a lot of time and effort getting to know and understand Mum, and it shows in their interactions.”

The registered manager told us about the care they provided: “It's all bespoke, it's not one one-size-fits-all. It's unique to that person.”

One staff member described person centred care as being like a “personalised dress”. They explained that many people might be a size 10 for example, but we all come in different shapes and heights so, like a tailored dress, they make care personalised, tailored for that particular individual and do things specifically.

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

Staff worked with other professionals to make sure people had access to services and treatments to meet their needs. Records confirmed a range of professionals were involved in people’s care and contacted in relation to people’s changing needs.

One person told us; “She [ staff member] knows which ‘buttons to press’ if I’m not well, but that is very rarely!”

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

The service recognised and met the Accessible Information Standard. People's communication needs were assessed and recorded. Information about people's speech, visual and hearing impairments was recorded which assisted staff in understanding people's preferred methods of communication. For example, the service’s website had an accessibility and language support tool designed to make websites more inclusive and user-friendly for people so they can navigate information according to their communication needs. Other examples included the use of pictures and communication cards.

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.

Information on how to raise concerns and complaints in line with the provider's policy was made available to people in the client handbook. The service had a complaints policy, there were systems in place for investigating complaints and learning from these.

People and their relatives told us that concerns and complaints had been responded to. One person told us; “Only one complaint but it was resolved before ever it was an issue.”

People, relatives and staff were encouraged to provide feedback and could do so in a number of ways which included weekly phone calls, reviews, home visits and scheduled quality assurance checks. Feedback was recorded and monitored by the management team.

One person told us; “The management team call me regularly, and I call in their office from time to time. They appear to be interested in me as a client and I’m on first name terms with them. I am really extremely pleased with them.”

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

The service had system in place which enabled equal access to care for people. The registered manager told us about the Red Amber Green (RAG) system and contingency plans they had in place to ensure people received the appropriate care in case of any emergencies such as unexpected staff absence or extraordinary events.

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 service did not discriminate against people receiving care. People received care and support which met their required outcomes.

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.

The registered manager explained to us conversations with people about the future, start taking place during the initial assessment, covering areas such as advance planning, but this is carried out in a sensitive manner. We were provided with examples of how the service supported people who were coming to the end of their lives and how they worked with healthcare professionals and families.

People's care documentation included information related to Do Not Attempt Resuscitation (DNAR) status.

A health and social care professional working with the service told us; “One of our clients received care from this company and the assessors were grateful for information shared that they were approaching the last days of their life”.