Archived: LLOYDS CARE GROUP LTD

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• 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 64 (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 did not always document how they made sure people were at the centre of their care and treatment choices. Care plans did not always accurately reflect care support actions and people’s choices. This meant the provider could not evidence that the support people received aligned with their needs and wishes.

However, people told us they were supported in a person-centred way. People consistently said staff asked permission prior to undertaking any care action and staff spent time with people to discuss their options and choices in a way that was meaningful to them. Staff understood the importance of providing person-centred care and were able to describe what this meant to them.

There were some shortfalls in how the provider understood the diverse health and care needs of people and their local communities, so care was not always joined-up, flexible or supportive of choice and continuity. As described in effective people were not always supported with aspects of their care responsively and professional guidance was not clearly documented.

However, people and relatives consistently told us their care was supportive of choice and continuity. One relative said, “Staff are so good, [relative] can be really stubborn, but they work so well with them and really encourage them.”

People and relatives, we spoke with confirmed that they had been included in the care planning process but were not always sure that updates had been included within their care plan. One person said, “I have got a care plan, it’s in the cupboard, but I don’t think it’s been updated lately.” The registered manager confirmed that care plans and other documentation could be made available in in different formats should people or staff require this, such as large print and alternate languages.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Everyone we spoke with told us they knew how to make a complaint and would feel confident to do so if the need arose. People and relatives said the management team contacted them monthly to ensure care met their needs and gave them opportunities to give feedback. One person said, “I feel I could talk to the manager whenever I needed to, but it has never been necessary. They ring me up to ask if everything is okay.”

Staff told us were involved in decisions about people’s care reviews and changing needs. We saw evidence of regular staff meetings where staff were encouraged to give feedback and make suggestions.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Professionals we spoke with told us that the provider and staff were knowledgeable about people and their condition and were responsive to any advice or guidance given. One professional said, “The care provided has been excellent, they [provider] support some people with really complex care needs and often go above and beyond to ensure people are safe. Sometimes the paperwork doesn’t always match what I know has been delivered but I am confident people are safe and well supported.”

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Everyone we spoke with told us the culture of the service was open and inclusive. People gave examples of staff supporting them to overcome barriers including physical barriers such as moving and transferring equipment. Other people described emotional support which broke down barriers in relation to mental health and anxiety. Staff told us they were supported by the provider and gave examples of reasonable adjustments to enable them to return to work quickly and safely following periods of sickness.

Most people we spoke with did not require support with planning for the future or did not want this documenting within their care plan as relatives supported this aspect of their care planning. However, where appropriate people and relatives had been included to plan and discuss their future care. One relative said, “I talk things through with the carers, like what [name] might need in the future.”