Lilibet House

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.

This is the first assessment for this service. This key question has been rated 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.

Care records we reviewed showed a person-centred approach, with people and their relatives being involved in the care planning process. Information included how either through verbal or non-verbal means people were able to refuse or give consent for specific decisions. Staff we spoke with understood people well and could explain how individuals preferred to be approached.

People felt confident staff were responsive to their needs and showed genuine kindness and understanding.

A relative gave positive feedback about the person-centred approach of the service, they told us, “Nothing is too much trouble, (person) is sporty and he still goes to his cricket and tennis sessions.” Another relative spoke of the planning and organisation,” (person) has 28 nights a year and I always get his visit schedule in plenty of time “.

Staff and relatives told us people received their care responsively. Staff gave examples of meeting people’s personal care wishes in a timely way and in a way, they were comfortable with. For example - When service users struggled with being around others, staff provided space, separate activities, or quiet time. Care was adjusted throughout stays as staff observed new preferences or changes.

Relatives described where their loved one had been supported with a specific aspect of personal grooming that was usually very difficult to achieve. Relatives we spoke with stated the care their loved one received was always safe and were assured their relative was not at risk of harm or neglect. Relatives said, “With behaviours, (persons) got a plan if (person) gets upset, but (persons) not had any (behaviours) since (persons) been there. I think it’s because it’s not overcrowded, and it’s a nice place.”

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.

Staff had a good understanding of people’s health care needs and who was involved in people’s care. The provider ensured all respite residents continued their usual daily routines whilst on respite. For example, day centre, swimming and accessing working opportunities. Staff worked with other stakeholders such as local authority and health professionals when appropriate to ensure continuity for the residents.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Support plans and records met people’s requirements for meaningful communication and decision-making. Records were available for staff to enable positive communication with people about their choices when they did not use verbal communication. For example, using objects of reference, signs, or visual aids.

Care plans detailed people’s individual communication needs, such as spectacles or hearing aids. The service had produced a social story for people to assist in sharing how Lilibet House was a respite “holiday”.

The service also used communication books with people which were shared with family and day centres in order to ensure 24-hour communication.

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.

The registered manager explained the various methods by which they tried to get feedback from people and relatives. These included questionnaires and feedback forms, by operating an open-door policy, allowing people and relatives to speak with them when required. This ensured people were supported to give feedback on their relatives’ care and share ideas for improvements. However, as the service was a respite service and had regular service users it was often difficult to obtain regular feedback. We spoke with relatives who said they only ever had positive feedback there were no complaints.

The provision of activities at Lilibet House was tailored to whichever residents were staying on any given week. These included swimming, shopping and cinema trips.

People, relatives and staff were regularly asked for feedback. Staff meetings and regular supervisions were held, where staff were encouraged to give feedback, raise concerns and share ideas. For example, individual laundry bags and taking photographs of people’s personal items to help keep things together.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were supported with access to daily activities they would attend when at home and encouraged to maintain relationships with those who were important to them. Attendance at daycentres and sports sessions were maintained throughout their stay. Family and friends of people were able to visit if they wished or contact the team by phone particularly if this was the first respite stay.

Staff completed training in equality and diversity, to ensure staff understand and reduce inequalities or prejudices people may experience.

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 supported people to live their lives in their own way respecting people’s lifestyle choices and religious beliefs. People had been encouraged and supported to bring personal items for their bedroom ensuring they had an area of the home central to them which represented their likes and hobbies, as this was important to them and made them feel safe.

People and families were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

People’s care plans were detailed, regarding their spirituality and communication.

Staff we spoke with showed compassion and empathy regarding caring for people. Important life changes would be discussed prior to a stay and care plans would be amended to ensure staff knew the agreed support required.