Best Care Liverpool Limited

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. Staff treated colleagues from other organisations with kindness and respect.

Feedback from people and their relatives confirmed staff knew and understood their needs. People told us staff treated them well and with kindness.

Comments from people included, “They [staff] are genuine, caring ladies, we have a connection. They are polite and understand my fears. So lovely”, “They [staff] take care of me” and “They know I am frail and move me gently. It makes me feel better that they understand.”

Relatives confirmed, “Before[Name]was anxious and did not want carers, I am amazed how he has taken to them!”, “The quality of care, their personality and they [staff] are such good role models” and “The care is excellent and there is nothing they [staff] can do better."

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care plans had been written in a way which incorporated person-centred detail, including information about their backgrounds. One member of staff told us, “We give them choice. We always listen to their preferences in providing care.”

People told us they were treated in a person-centred way. Comments from people included, “I have a mini-lift, and they know how to use it” and “They [staff] know what they are doing, especially those who have been before, I don’t have to say anything."

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

For example, staff respected what people could do for themselves and supported them when needed, enabling people to remain as independent as possible and living in their own homes, in line with their choice.

One member of staff told us, “We are trained to empower service users, provide guidance without taking over, and adapt support to each individual’s abilities. This approach promotes confidence, dignity, and autonomy, ensuring that people can live fulfilling lives while staying as independent as possible.”

Comments from people included, “They[staff]are reassuring and give me confidence” and “Yes, they encourage me. I do my own skin routine. I do what I can”. Relatives confirmed, “[Name] loves them[staff].They are really good and patient with her. They wash her and keep her clean” and “They [staff] use the hoist. They also make sure [Name] is sitting in his recliner chair safely."

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.

People and their relatives told us staff were on time for their care calls. Comments from people included, “Yes, they[staff]arrive on time. Never not turned up” and “They arrive within the allotted time, 9.30 to 10.30 am. I will get a call if they are running late. They always turn up.”

Relatives told us, “Yes, they[staff]arrive on time. Always turn up”,“ Generally on time. If running late, they let me know. Always turn up” and “We have an App that tells me what time they are coming. The occupational therapist was here, and the carer called to say she was running late. The occupational therapist asked if they always rang when they were running late, I said yes, and she was impressed by this."

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Processes were in place to help ensure people’s experience of the service was driven by a culture that normalised good wellbeing through inclusivity, active listening, and open conversations. The provider regularly collated feedback from staff in the form of surveys, and supervision and appraisal processes.

Staff were regularly consulted for their feedback through methods such as questionnaires, staff meetings and staff supervision processes. We looked at a sample of staff surveys and found staff feedback was mostly positive. Comments included, ‘superb company’, ‘more training opportunities such as disability awareness’, ‘have all the training’ and ‘I feel my input is valued.'