LadyB Health Care Recruitment Agency's Ltd

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. This is the first inspection for this service since they were registered in November 2022. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and their relatives were positive about the kind and compassionate attitudes across the whole staff team and told us staff treated them with respect. Relatives gave examples where staff stayed longer than the scheduled visit time to ensure their needs were met. A relative added, “They took the extra time to make sure they were clean and had their dignity. They never leave before making sure [family member] is fully settled and comfortable.” Staff told us the registered manager monitored how they engaged with people during spot checks to ensure people were treated with compassion and respect.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff had information about people’s life histories and backgrounds before they started working with them. Where possible, the provider tried to match staff with people, especially where they understood each other’s culture. A relative said, “Staff engage with [family member] and they are nice and polite. As they understand the same culture, they can really relate to them. They look after my [family member] like it is their own parent. It is very caring."

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and their relatives had positive experiences in how the provider ensured they were fully involved in all of the decisions related to their care. A relative told us the staff made sure their family member was fully involved and given time to respond during the initial assessment, despite some cognitive impairment. Another relative told us staff involved their family member as much as possible and helped to keep up their independence. They added, “Even though there is a risk of falls, they understand the need to maintain their mobility, walk around the house and stay independent. They really help with this."

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff had a good understanding of people’s needs and explained in detail how they responded to people to reduce any distress or anxiety. Relatives told us staff were excellent at managing these situations. Comments included, “The communication is really good, understanding what to do and helping them to calm down” and “As they understand when [family member] becomes distressed or agitated, they calm them down and the way they engage with them is done in a respectful way."

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. People were supported by a staff team who felt valued and appreciated, which had a positive impact on how they cared for people. Staff spoke positively about how the registered manager had a focus on their wellbeing. Comments included, “One of the things I love about this job is the communication and support. No matter the time, she is always there to listen to us” and “She has a good heart and is a good person. She is like a mother to us, helps us to deal with any personal issues and is very understanding."