Lifeline Agency Limited

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

We assessed a total of 7 quality statements from this key question Care plans had been reviewed with people to ensure people’s planned care would meet their assessed needs. The provider was meeting people’s communication needs. People were provided with information on how to complain and the complaints procedure was followed. Staff told us how they treated people equally and without discrimination. People at end of their live were treated with dignity and their wishes were respected.

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.

People were happy with their care and felt it was tailored to their needs. One person told us, “They provide all the care I need, there is no problems.” Another person said, “Very well looked after.”

Staff were passionate about the people they looked after and told us they developed care plans with the person at the heart of it. Staff told us they have access to the care plans by an application on their phone and were kept updated of any changes. Care plans gave information for staff to get to know them and initiate conversation this included people’s life histories, likes and dislikes.

Most people were happy with the staff. They were supported by the same staff that got to know them and were able to express their preferences for the staff they liked to support them. One person told us, “I have one regular carer [staff members name] she is 1st class, unbelievable. Unfortunately, she does not work weekends.” A relative said, “They are really fantastic staff. I tell the office my preference of staff, very happy with the service, we have good regular staff.”

Staff felt happy with their rotas and knew the people they looked after and their preferences well. The registered manager understood the value of continuity to enable people to get to know staff and the management. They told us, “Always continuity and visibility of management covered by care managers and filed supervisors, ensuring client checks are done and aware what we are about and what the values of the agency are.”

A professional told us, the provider was fully engaged in providing information to review people’s care, implement changes and learn lessons.

Records showed people’s care provision was kept to regular staff where possible and that care plans were reviewed to ensure they were still meeting people’s needs.

People had information in a format they could understand and told us they were updated about their care. One relative told us, “They are the best! We get daily updates, any issues they let me know straight away. We have kept the same staff and knew them well.” However, one relative told us they did not always receive sufficient information from the service.

Staff ensured people had access to information in formats they could understand. The registered manager told us how they communicated with a person with a sensory impairment and worked with health and social professionals to encourage independence.

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication. People had communication plans that described how they communicated and included guidance for staff on the best approaches to use to support effective communication.

People knew how to make a complaint and most people felt listened to. One person told us, “They are chatty and friendly, they listen to what you have to say.” One relative told us, “I have complained in the past, just the office side regarding paperwork update. I must say the office do listen.” Another relative said, “The office does keep an eye on mum, they call and ask how she is doing. I think a lot of that.” One relative told us that it was important that staff respond when their relative speaks to them to ensure they will remain engaged with staff.

Staff told us how they managed complaints and record these on a complaints log to identify any trends so they can make improvements to the service. As part of these improvements the service had established ‘flying rounds’. These were staff that went out at short notice to assist staff when running late to reduce complaints.

A complaints policy was in place allowing people and those important to them to be informed about how to raise concerns or complaints easily. Records showed complaints had been responded to in line with the provider’s policy.

People were not able to give us any detailed feedback about their experience of equity in access.

Staff told us they supported people to feedback on their care. Staff told us this was done informally during the care visits and formally through care reviews with people. Staff supported people to access healthcare services when required.

Professionals did not share any concerns regarding this quality statement.

Records showed people were supported to give feedback on their care. Health and social care professionals were accessed when needed and the service took appropriate action to ensure people had their needs met. The provider had policies and procedures for equality, diversity and inclusion.

People and relatives told us they were happy with their care and able to share their feedback. A relative told us, “The management have been in touch about improving the care plan.”

Staff told us how they treated people equally and without discrimination. The registered manager told us that how they ensure people’s human rights were protected, by informing staff to be very observant with people. Human rights are about everything we do, and we need to ensure people are safe and comfortable in their own home.

Records showed mandatory training was in place for equality and diversity for all staff and completed annually. Policies were in place to support the training and to protect people’s human rights and the provider had a zero-tolerance approach to any kind of discrimination and gave us examples of where this had been challenged.

Feedback regarding end of life care was positive. We were told care provided was compassionate and dignified. They told us staff communicated well putting people at ease and staff were very patient.

Staff we spoke with understood the important of ensuring people had a comfortable and pain free death. Staff confirmed they had received training in end of life care including bereavement training. Staff told us they were kind and caring and that they ensured people were comfortable in their own home. Staff worked with the community palliative care teams and the local hospices to ensure people received the right care. The registered manager encouraged staff to reach out to the office after someone had passed for additional support as it could be a difficult time for staff.

Care plans included information about whether people had a 'Do not attempt cardiopulmonary resuscitation' (DNACPR) decision in place and where this was kept in each person’s home. This meant staff could inform medical professionals of people’s resuscitation wishes if a medical emergency was to occur.