Case study

Loveday Kensington is one of West London’s most prestigious care homes, offering residential, nursing, respite, day club and memory care in a luxury setting beside Kensington Square. 

Run by Loveday & Co, the home combines high-end hospitality with specialist care. Members live in private suites, enjoy chef-prepared meals, take part in tailored activities and receive support from a team focused on clinical quality, safety and dignity.

Behind that experience is a simple operational need. Loveday needs care information that is accurate, easy to access and strong enough to support the high standards it promises every day.

The challenge

Loveday Kensington is not trying to deliver ordinary care. The team supports Members who expect a high level of service, comfort and personal attention. That means every detail matters, from care plans and medication to mealtimes, visits, staffing and family communication.

For Cheryl Baird, Director of Care Operations at Loveday & Co, strong governance is part of the care experience. Teams need to evidence what they do. Leaders need to see what is happening across the home. Regulators need clear information. Families need confidence. Paper does not support that pace.

When a Member’s mobility, diet or care needs change, staff need to update records quickly. They should not be hunting through folders, rewriting plans by hand or trying to decode old notes. In a home built around personal service, care teams need information in front of them when they need it.

How PCS helped

PCS Care helps staff record and evidence care in real time

Loveday Kensington uses PCS Care (formerly mCare) to evidence all aspects of care. Staff can document care at the point of delivery, which means important details are less likely to be missed. If a Member’s needs change, the care plan can be updated quickly instead of being rewritten by hand.

The system also links risk assessments directly to care plans, helping the team see how risks, needs and actions connect. That gives managers a clearer view of what is happening and helps staff put the right support in place.

For day-to-day care, the value is practical. Diet information, allergies, modified meals, preferences and key notes are easy to find. Staff do not need to search through paper files to check the basics before delivering care.

PCS Care also supports CQC inspections and compliance. Reports can be downloaded and shared quickly, and inspectors can be given access to relevant information when needed.

PCS Resource supports safer staffing decisions

Loveday Kensington uses PCS Resource (formerly DepenSys) to help assess Member dependency and plan staffing levels.

For care operators, staffing is always under scrutiny. Regulators and safeguarding teams want to understand how staffing levels are calculated, and providers need to show that staffing matches resident need.

PCS Resource gives Loveday clearer evidence. It helps the team forecast the care hours needed to support Members properly, while giving leaders a more consistent way to review staffing demand.

The tool has also helped Loveday reduce reliance on agency staff by giving the team a clearer view of required hours and workforce needs.

Digital Reception improves safety, feedback and visibility

Digital Reception was already in place when Cheryl joined Loveday. The system helps the home manage sign-ins, improve security and know who is in the building at any time. That matters for safeguarding, data protection and fire safety.

It also gives Loveday a simple way to capture feedback from visitors, staff and Members. If a concern is raised, the team can see it, act on it and track improvement over time.

There is a softer benefit too. If a Member asks when a relative last visited, staff can check the record quickly. The same information can help the team spot when someone has not had visitors and think about how to support them.

PCS eMAR strengthens medication safety

Loveday Kensington also uses PCS eMAR (formerly ATLAS eMAR) to support safer medication management. PCS eMar helps the team reduce medication errors, improve accuracy and keep better oversight of medicines across Loveday’s residences. The PCS eMAR Scorecard gives leaders insight into medicine management, helping them spot areas for improvement and act quickly.

For Cheryl, the value is speed and clarity. Instead of spending hours searching for information or investigating issues manually, she can get the insight she needs in a few clicks.

The handheld devices also support safe administration by checking details such as dosage, timing and updates to each Member’s medication information.

Outcomes

PCS gives Loveday Kensington better visibility across care, staffing, medication and daily operations.

Care teams can record information as care happens. Managers can access reports faster. Staffing decisions are backed by clearer dependency data. Medication oversight is stronger. Visitor feedback is easier to capture and act on.

Most importantly, staff have more time and confidence to focus on Members. That fits the Loveday model. High-quality care is not only about what happens in a care plan. It is about noticing the details, acting quickly and giving people the support they need to live well.

A stronger digital foundation for Loveday’s care model

Loveday Kensington shows how digital systems can support a high standard of care when they fit around the way teams actually work.

With PCS’s suite of solutions, Loveday has clearer information, stronger evidence and better oversight across the areas that matter most. Care, staffing, medication and daily operations are easier to see, manage and improve.

That gives the team more time and confidence to focus on Members, while giving leaders the visibility they need to protect quality, safety and the Loveday experience.