Local Solutions Liverpool Branch

“People using the service and their families consistently reported feeling safe and well supported by regular carers. Safeguarding concerns were appropriately identified and escalated, with evidence of internal investigations, staff training and changes to care plans where needed. Governance systems were in place, including audits, spot checks and Key Performance Indicator (KPI) monitoring.”

“Care plans were generally person-centred and reflected people’s needs and preferences. However, some plans required updates or clarification, particularly around medication risks, sensory impairment and mental health triggers. These were raised with the provider during the inspection. Risk assessments were in place, but some lacked sufficient detail in areas to guide staff effectively. The provider corrected this during our inspection.”

“Staff were described as respectful and thorough, supporting people’s independence and dignity. Staff were described as going above and beyond, including supporting with additional tasks and providing emotional reassurance. People valued the social interaction and continuity of care.”

“The provider was responsive to individual preferences. Carers were matched based on gender when requested, and people felt able to decline care if not needed. Feedback was regularly sought, and new carers were buddied with regular staff to ensure continuity. Some people raised they would like more notice about which carer would be attending, particularly at weekends.”

“Staff felt supported by approachable managers and received regular training, including in Percutaneous Endoscopic Gastrostomy [PEG] care, epilepsy, mental health and learning disabilities. Rotas were generally fair, though staff noted challenges when covering sickness. Staff demonstrated pride in their work and a clear understanding of safeguarding responsibilities.”