Lifeline Carers PVT Limited

“The registered manager and other staff reviewed assessments to ensure any changes to health needs were considered. The provider had recently moved from one electronic care records system to another and were making continual improvements to the level of detail in people’s care plans.”

“The provider’s policies and processes had regard to current evidence and good practice; these were regularly reviewed.”

“People were supported to eat and drink to stay healthy, with their preferences respected and catered for. Staff worked with other agencies involved in people’s care to ensure good outcomes for them and smooth transitions when moving between services. Staff made sure people understood their care and treatment to enable them to give informed consent. The provider advocated well for people to ensure they could access the services they needed.”

“People were treated with patience, kindness and compassion. Staff respected their privacy and dignity. People had choice in their care and had made bonds with consistent members of staff. Staff arrived on time, stayed for the duration of calls and responded to people in a timely way. The provider supported staff wellbeing, for instance through working flexibly regarding rota planning.”

“People and their relatives were involved in decisions about their care. The electronic records system allowed for remote access by relatives, giving them additional involvement and assurance. People knew how to give feedback and had confidence that this would be listened to.”

“Leaders were clear about the culture being which was of person-centred care. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities.”