Libra Support Services

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Date of Assessment: 18 November to 27 November 2024. The service is a care at home service providing support to people living with dementia, older people, younger adults, mental health needs, physical disabilities, learning disabilities or autistic people. We have assessed the service against ‘Right support, right care, right culture’ guidance. This allows us to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. There was no one being supported with personal care at the time of our assessment who had a learning disability. The service had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. Staff understood and managed risks. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning for any changes to their medicines. People were involved in the assessments of their needs before the package of care commenced. Staff supported people appropriately with their meals. Staff ensured people understood their care and treatment to enable them to give informed consent. People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. Rotas were fair, and the service supported staff wellbeing. People knew how to give feedback and were confident the service took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. People with protected characteristics felt supported. There was a culture of continuous improvement. Leaders and staff had a shared vision and culture based on listening, learning and trust. Staff were supported to feedback with regards to their role and felt like a valued part of the team.

People's experience of this service

People told us they received a safe and consistent level of care and support. Comments included, “I know who is coming, they [staff] make me feel safe”, “I see the same faces, so I have built up trust with the care staff” and “They come on time I know who to expect, really positive experience.” People told us they felt staff were skilled, and they left their homes clean and tidy. A person said “I have absolutely no complaints, they [staff] know how I like things, they understand how to do their jobs.” People told us they were supported by kind and caring staff who respected their choices and wishes. A person commented, “Staff are exceptional, every one of them is lovely.” A family member told us they felt the staff cared about their relative. They said “They are great with [relative]. Amazing, kind, it has been 18 months. I would recommend the company.” People were equally as positive regarding the registered manager. A person said “The manager is great. She is always on hand to answer any questions that we have about [relative]. He is very happy with the care staff that go in to see him- wonderful, no complaints at all.” Another person said, “The manager checks we are okay, and often calls to check.” They also said, “I can’t see me having any complaints, but if I did, I would speak to the manager."