We carried out a review of the data available to us about Lovedean Homecare Limited on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Lovedean Homecare Limited, you can give feedback on this service.
Lovedean Homecare Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It offers a service to older and younger adults, including people living with dementia, physical disabilities and sensory impairments. Not everyone who used the service received personal care. CQC only inspects where people receive personal care, which is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our inspection 40 people were receiving personal care from the service.
People’s experience of using this service and what we found
The service was extremely responsive to people’s needs which were complex and tended to change. We were repeatedly told on numerous occasions about instances where the service had gone above and beyond of what was expected of them.
People and their relatives were delighted with the kindness and thoughtfulness of staff, which exceeded their expectations of how people would be cared for and supported. People explained how staff went the extra mile for them and assured us they couldn't ask for anything more. People told us the support they received significantly improved their well-being.
People were promised they would never be cared for by a stranger and new staff were always introduced prior to supporting people by familiar staff or the registered manager. All staff employed were local which helped them to build strong and trusting relationship with people. People told us and their relatives confirmed that people felt valued by staff who respected their privacy and dignity and these principles were central to the service ethos. Staff were sensitive to people's lifestyle choices in their own homes.
The service was extremely responsive to people’s needs and wishes even if the support people needed proved to exceed the contracted hours. People told us that staff went over and above the call of duty. People also said this made a profound difference to their lives.
People received safe care from staff who had been trained to protect people and identify signs of abuse. Risk assessments were implemented and reflected the current level of risk to people. Staff understood their responsibilities to report any concerns and followed the provider's policies in relation to safeguarding and whistleblowing.
There were enough staff to keep people safe and appropriate arrangements were in place for emergency staff cover. Recruitment processes were designed to ensure only suitable staff were selected to work with people.
Staff managed medicines consistently and safely. People and their relatives told us that people received their medicines at the times they needed them and they were happy with the support they received.
There was a strong framework of accountability and people were consistently involved in developing and evaluating the service they received. Staff performance was monitored through regular spot checks and observed supervisions. People were regularly asked for their feedback. Action was taken in response to people's feedback and when staff performance required improvement.
People were supported to have maximum choice and control of their lives and staff provided them with care in the least restrictive way possible. The policies and systems in the service promoted this practice.
Care plans were personalised and centred on people's preferences, views and experiences as well as their care and support needs. People's history, family relationships and religious and cultural needs were taken into account.
The provider conducted regular quality checks and identified actions to enhance the service. The registered manager was devoted to providing people with such care so that they were able to live as independently as possible in their own homes. The manager involved staff in promoting an open and positive culture. Staff knew how to put the aims and values of the service into practice so people received personalised care. Staff, people and their relatives spoke positively about the registered manager.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 12 March 2019 and this is the first inspection. The last rating for the service under the previous provider was good, published on 1 June 2016.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.