Love Life Care

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

People told us that staff treated them with respect and enabled them to have choice in how their care was delivered. One person told us, "If I had any problems I would call [registered manager] and within 24 hours it would be sorted. The [care staff] are fantastic and I couldn’t wish for more. I couldn’t bear the thought of losing the carer's, they are so very good." Relatives also gave positive feedback. One relative told us, "We have no concerns about the support the agency provides, they have given us faith in the care system." People’s diverse needs were referred to in care plans. Information was shared with multidisciplinary teams to ensure the best possible outcomes for people, regardless of age or disability. People felt empowered by the management team and staff to give their views and understand their rights, including their human rights. Staff enjoyed working for Love Life care. One staff member told us, "The [manager] is so supportive, both with work flexibility and with personal issues. There is no back biting or bullying, they kept the service small and that’s really helped. I've worked for other care companies and believe me I set a high bar. Love Life Care meets that high bar."

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Documentation, which informed people about service provision, was available in large print and easy read, to better meet their needs. All records were electronic, but some people also had paper records in their home where complex procedures were required and staff needed additional guidance. Staff told us they felt they were given sufficient information to meet people's care needs. One staff member said, "Before meeting any clients I was shown how to use the [electronic care system], and I was able to read everyone’s care plans and risk assessments. This was a great way for me to get to know the clients before meeting them. I was also given lots of training to complete, and this ensured that I had the knowledge to confidently go into clients homes and provide them with the care they need." Another said, "Recently we have had to escalate a change in a person’s needs. Our client had [illness] and this really affected their dementia and levels of independence. We spoke to our manager about this, and they came out the next day and did another assessment. They do listen to what we say and they changed the package of care. This person now has double up care, if they had been left it would have been unsafe."

The use of formal methods to gather feedback demonstrated the registered manager wanted to provide opportunity, in ways that were accessible for different people, to ensure people were listened to. We saw feedback was analysed and used to make improvements where necessary. We were shown numerous 'thank you' cards from people and their relatives. Staff were subject to 'spot checks' and when management visited people, they asked them about their experiences with different staff members. The management team were focused on providing a person-centred service. This fed through and had developed a positive culture with staff supporting people with dignity, kindness, and respect. The management team were happy to receive feedback that could enhance service delivery. They planned to develop dementia care plans for staff so more was known about people's dementia type and how this may progress.

Staff respected each person as an individual and people's feedback confirmed this. People were fully involved in developing their care plan and could make changes at any time they wished. People told us they would raise any issues with staff or the management team and were confident they would be sorted promptly. One person told us, "If I had any problems I would call [registered manager] and within 24 hours it would be sorted." Another said, "I would recommend them to friends and family. There is two joint managers, and you can speak with them on the telephone, they are very approachable."

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.