Tiger Lily Care

Updated 26 January 2023

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

The inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 16 November 2022 and ended on 29 November 2022. We visited the location’s office on 18 November 2022.

What we did before the inspection

We reviewed the information we held since the service’s registration. We sought feedback from the local authority. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.

During the inspection

We spoke with 4 people who used the service and 5 relatives to hear about their experience of the care provided. We spoke with 5 members of staff including the registered manager, a team leader and carers. We reviewed a range of records. This included 6 people's care plans and risk assessments, and 4 people’s medication records. We looked at 4 staff files in relation to recruitment and supervision. A variety of records relating to the management of the service, including policies and procedures, were reviewed.

Updated 26 January 2023

About the service

Tiger Lily Care is a homecare agency providing care to people in their own homes. The service provides care to older people, people living with sensory impairments, learning disabilities, mental health needs, dementia and physical disabilities. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. There were 26 people receiving personal care at the time of the inspection.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people. We considered this guidance as there were people using the service who have a learning disability and or who are autistic.

People’s experience of using this service and what we found

Right Support:

Staff supported people to live as independently as possible and be in control of their daily lives. People were provided with a choice in their decision-making and families were involved where people wished them to be. People’s risks in relation to their care were managed and staff understood how to maintain people’s independence whilst ensuring they were safe. There were sufficient staff to cover visits and people told us that staff were generally on time with no missed visits. We were assured that the service were following good infection prevention and control procedures to keep people safe.

Right Care:

People and their relatives told us they felt supported by staff in a kind, caring and dignified way. People’s differences were respected by staff and they had undertaken training to effectively support people. People told us that the care delivered was generally consistent and that staff knew people well. People’s right to privacy was respected and staff encouraged people to provide feedback about the care provided. Care plans were personalised and included information on people’s healthcare needs, preferences and interests. Care plans included information on the support staff provided in relation to oral care.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Right Culture:

The culture of the service was open, inclusive and empowered people to live independent lives. People and their relatives were complimentary about the service and felt their ideas and concerns would be listened to by the management team. People told us they felt that staff had helped them become more confident and independent where this was possible. Management had undertaken audits to look at ways of identifying issues and improving the service. Staff were complimentary about the registered manager and told us they were able to raise concerns with them.

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 2021 and this is the first inspection. The last rating for the service under the previous provider was Requires Improvement, published on 31 December 2019.

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.