Archived: LLOYDS CARE GROUP LTD

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 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People consistently told us staff treated them with kindness, compassion and dignity. One person said, “The carers are brilliant.” Another person said, “They [staff] always respect my dignity, I can’t think of anything they could do better.”

Care plans did not always detail people’s needs and preferences which took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. However, people told us staff treated them as individuals and took the time to get to know them. One person said, “They [staff] are nice and make you feel very happy. They are understanding and support me especially when I’m poorly.” Another person said, “I’m on my own, so when they [staff] come it’s a bit of company and I appreciate that. I try to make them laugh.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans did not always reflect the activities people undertook or their goals and aspirations however, people and their relatives told us staff supported them well. One relative said, “The carers are very good and go above and beyond at times, they will phone me if [name’s] shopping hasn’t arrived or if they are concerned about choices [name] is making, like consistently refusing their shower. Staff have really taken the pressure off me.”

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. While people we spoke with could not comment on this specifically people and their relatives were confident staff supported them appropriately and this would extend to an emergency or crisis situation.

The provider cared about and promoted the wellbeing of their staff. We saw evidence of the provider supporting the staff with transport where needed such as taxi fares to ensure staff safety whilst lone working. Staff told us they received regular supervision and attended team meetings where they had the opportunity to raise concerns or give feedback. One staff member said, “Managers are lovely and so supportive, I really enjoy my role.” Another commented, “I couldn’t ask for anymore support it fantastic. The training is so good, it has helped me [develop] professionally and personally.”