Bloom Lilly Healthcare Limited

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 newly registered 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. People’s care was given at regular times and where changes were needed to accommodate people’s changing needs, staff worked together to meet their needs.People and relatives said care reflected people’s individual needs. Staff understood the importance of person-centred care and aimed to provide this. A staff member told us, “I am given a full detailed care plan and handovers.”

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. Care records were appropriately stored in line with confidentiality and GDPR requirements and staff had a sound understanding of maintaining confidentiality. People’s needs were clearly identified in their care plans and there were good links with health and care services.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans described how people preferred to communicate. They also described how staff should support people to promote effective communication. Information could be made available in various formats depending on people’s individual needs.

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 support. People and relatives knew how to seek advice or raise concerns and felt confident to do so. People told us they were listened to and had confidence in any problem being addressed.A relative said, “Where I have complained I have been listened to, received an apology and it hasn’t happened again.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.People received care and support at the times of their choosing. Staff were flexible and accommodated changes when people wanted this. A relative told us, “I have complained to the manager who understands the issues we face with my relative’s care and has remained very flexible and being able provide bank hours when care has had to be stopped early.” The registered manager undertook regular monitoring and reviews of people’s care needs to make sure care and support was provided to people at the times they wanted, in line with their choices and preferences.

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.People's care and experience was tailored to meet their needs. Staff and leaders supported people to set goals to achieve their desired outcomes. Staff understood people’s right to receive care and support that met their individual needs. A staff member told us, “Everyone has access to health and social care information and support.” The registered manager undertook regular monitoring and reviews to make sure information about people’s individual needs and wishes in relation to their protected characteristics was used to plan people’s care and support.

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. There were arrangements in place to gather information about each person's individual needs, especially their preferences for the support they would like in the future. Staff had received end-of-life care training to ensure they had the skills and knowledge needed in this area.