The Lilacs Residential Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.
At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.
 

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 provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.
People’s care plans fully reflect their physical, mental, emotional and social needs. If people had specific needs because of their protected characteristics, these were reflected in care plans. Staff made reasonable adjustments where needed for example giving consideration to the environment and where people would be best be placed dependent on their mobility needs.
The registered manager ensured care plans were up to date, regularly reviewing care plans to make sure they matched people’s needs and staff had the most up to date information.
 

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.
The registered manager worked with commissioners and other stakeholders to ensure people received continuity of care whilst living at the service. This included access to continued healthcare support. The service had a consistent staffing base who knew people well and how to support their needs.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager understood the Accessible information standard and informed us they offered different formats of information to people, including large print and picture form. People care plans identified their communication needs to support staff to communicate with them effectively. When people first came to live at the service they along with their relatives were provided with a service user guide covering information on the service and important consumer right contact numbers.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People had their care needs reviewed regularly with staff and had the opportunity to raise any issues. Staff held regular meetings with people to discuss their care and how the service was running, which gave them an opportunity to provide feedback to staff. Complaints were fully investigated and action taken to address these with people and families. A relative told us, “Whenever I have raised anything it has been dealt with and has not happened again.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager supported people to access the services they needed to meet their care needs. This included supporting access to the GP team, district nurses, palliative care teams and speech and language therapist. A relative told us the service was very good at arranging and following up on health appointments.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff had received training on the Equality Act and Human Rights Act and could identify and address discrimination. Staff ensured people had good outcomes regardless of their needs, backgrounds or protected characteristics under the Equality Act. People felt they were treated fairly and equally. The registered manager and staff supported people to have equity in access to care to promote positive outcomes for them.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Where appropriate staff had discussed with people and relatives how they would like to be supported at the end of their life and this was recorded. People had ‘do not attempt cardiopulmonary resuscitation (DNACPR) order’ in place, their care plans informed staff or other professionals where it was kept in the event of a medical emergency.
Where needed, people were supported by the palliative care team at the end of their lives. Care plans detailed actions people would like staff to follow at the end of their life.