Livingways Care Services Ltd (Carlisle)

Not everyone who used the service received the regulated activity of personal care. CQC only inspects where people receive personal care. At the time of the assessment there were 54 people receiving a regulated activity. This was the first assessment of the service and was completed using remote inspection methodology.

There was a positive culture which focused on delivering safe, caring and person-centred care.

Staff understood safeguarding procedures and knew how to raise concerns. Incidents and accidents were recorded, reviewed and analysed to identify learning and reduce the risk of recurrence.

Staff worked with health and social care professionals to support people’s health and wellbeing and to respond appropriately when people’s needs changed.

Systems were in place to assess people’s needs and plan their care. People were involved in decisions about their care and support, and staff promoted independence, choice and control.

Some improvements were needed. We identified inconsistencies and contradictions in some care plans and medicines records. There was not always clear guidance on how to support people with personal care and moving and handling. Governance systems were in place but were not always effective in identifying these issues proactively. Some people and relatives described a lack of continuity of care and communication challenges, particularly where multiple carers were involved or where language barriers existed.

The registered manager responded promptly to the issues identified during the assessment and took immediate action to review care plans, strengthen audits and address training needs. Leaders were visible and approachable, and staff described a supportive culture where they felt able to speak up.