Bloom Lilly Healthcare Limited

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion, and respected their privacy and dignity. A relative told us, “They [staff] are very respectful. “Another relative said, “They [staff] are all polite, well-mannered and willing to do what's required.” Staff understood people should be treated with kindness and have their rights to privacy and dignity respected. A staff member told us, “We use people’s preferred names and titles and support with their independence. We honour personal preferences in care routines and always knock before entering private spaces.”The registered manager undertook regular spot checks on staff to seek assurances people were treated with kindness and compassion by staff.

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff understood how to treat people as individuals and provide care and support in line with their needs and preferences. A staff member said, “Treating people as individuals is about spending time with people to learn their preferences, routines and behaviours. [We do this by] using pictures or objects of reference or symbols and being aware of their facial expressions body language and eye contact.”Overall, we received positive feedback from relatives about individualised care. However, one relative said some staff were better at communicating and engaging than others. The registered manager undertook regular monitoring and reviews of people’s care and support needs to make sure care plans reflected people’s individual needs and preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff understood the importance of independence, choice and control. A staff member told us, “The service creates an inclusive, respectful environment that values individual identity and beliefs.” Care plans confirmed what people wanted to do for themselves and what support they expected from staff.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Relatives described how staff had responded proactively when their family member’s need changed. We saw examples where calls had been flexible to accommodate a change of need. Relatives told us there were times when carers had not turned up, but they had received an apology from the provider. Relatives were confident to raise complaints and said action was taken to address their concerns.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they were happy in their roles and were able to speak to the management team about any concerns they had. One staff member said, “I feel supported through regular supervision and one-to one checks. I also have access to training and development.”