Livi UK

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

We found that the service was providing caring services because: • The service treated patients with kindness and dignity. • Individual needs were met and patients’ choices were considered. • The service ensured the wellbeing of staff.

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.

Service users giving feedback did not comment on the kindness, empatrhy and compassion of clinicians within the service.

Staff understood patients’ personal, cultural, social and religious needs. They displayed an understanding and non-judgmental attitude to all patients. The service gave patients timely support and information. Call handlers gave people who phoned into the service clear information. There were arrangements and systems in place to support staff to respond to people with specific health care needs.

Most service users giving feedback commented that the service met their needs. However, some complained about delays such as cancelled appointments.

Staff and leaders who we spoke to were aware of the need to treat people as individuals. Staff told us that they would always try to speak to service users in a way that they could understand.

Interpretation services were available for patients who did not have English as a first language.

Service Users giving feedback mentioned availability of appointments, however others were disappointed that their appointments had been cancelled.

Staff and leaders reported that patients choices would be accommodated in the care they received. Patients could be referred to other providers if face-to-face or specialist consultations were required.

The service had processes in place in order that patient’s choices could be accommodated.

Service users commented on how quickly they were able to arrange an appointment.

The service generally did not consult with patients who had acute and urgent requirements. However, staff told us that the service had systems to prioritise those patients who had the most immediate needs.

Staff whom we spoke to said that they were supported by managers and leads at the service. They told us that the service was responsive to feedback in developing the service. Leaders at the service said they considered any suggestions that staff provided with regards to service development, and they would always review ways in which more support might be provided.

The service had policies and procedures to support staff in their work. This included a “zero tolerance” procedure.