Lavender Care Agency 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Relatives confirmed that care staff were polite and respectful in their interactions with people. One relative said, “[The care staff] are all very kind and they engage in conversation with [their family member].” Care staff told us, “I always try to be respectful and maintain privacy by closing doors or curtains and explaining what I’m doing. I make sure the person feels comfortable at all times.”

The provider treated people as individuals and made sure people’s care and support met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff took the time to get to know people and what was important to them, in order to provide personalised care in line with their preferences.

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

People were involved in their care and were asked about how they wanted to be supported. A care worker told us, “I always try to follow their choices.” Staff respected and encouraged people to remain as independent as possible. A care worker said, “I encourage the individuals to do as much as possible to promote their independency.” Another care worker told us, “I encourage people to do as much as they can themselves and only step in when support is needed.”

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. Staff understood how people communicated, how they showed any signs of pain and any anxieties, so they could respond appropriately to provide people with comfort and reassurance.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff confirmed they felt well supported in their role. They felt the registered manager was friendly in their approach and took the time to listen to staff. A care worker told us, “Yes they do look after their staff well.” Another care worker said, “Management are approachable and supportive, and I do feel that staff wellbeing is considered.”