Lavender Care Agency Ltd

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 has 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 choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Relatives confirmed that people received personalised care that met their needs.

Care staff told us they had well planned rotas that enabled them to spend enough time with people to support them without feeling rushed. They also told us, “We are given care plans and risk assessments which explain the person’s needs and preferences. This helps me understand what support is required before starting.”

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 people, their families and other health professionals involved in their care in order to provided continuity of care provision.

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

The provider was knowledgeable of the accessible information standard and tailored how they communicated with people to ensure they were well understood. A care worker told us, “I adapt how I communicate depending on the person, using simple language, patience, and sometimes non-verbal communication if needed.” People’s care records included information about how they communicated so staff could adapt their approach as required.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result.

The registered manager made themselves accessible and had a good relationship with people using the service, and their relatives. They encouraged open conversation. Should people have any concerns, a complaints process was in place to ensure any concerns raised were listened to and learnt form. Relatives confirmed they had a good relationship with the registered manager and felt able to speak openly with them.

The provider made sure that people could access the care and support they needed when they needed it. Staff supported people to access services as and when they needed them, this included support to access health services.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

Staff knew the people they supported well. They understood what was important to them and were respectful of their individual needs. This included supporting people in line with their religious and cultural preferences. Staff knew who was important to the people and supported them to maintain those relationships.

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.

Staff involved people in decisions about their care. Staff were respectful of their choices and how they chose to be cared for. This included supporting them with advanced planning and discussions around end of life care, should people wish to participate in these conversations.