Background to this inspection
Updated
5 November 2019
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 Care Act 2014.
Inspection team
One inspector visited the service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
This inspection was announced. 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.
What we did before the inspection
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
We reviewed information we had received about the service since the last inspection. We used all of this information to plan our inspection.
During the inspection
We spoke with a person who used the service and with a relative to ask them about their experience of the care provided. We looked at three people's care records.
We spoke with the registered manager, a director in the company and with two members of staff.
We looked at systems for recruitment, supervision, appraisal and at staff training records. We also looked at quality monitoring records relating to the management of the service. We sought feedback from commissioners, and health and social care professionals who worked with staff . We received a response from two of them.
Updated
5 November 2019
About the service
Lily Caring Angels Limited provided personal care to people living in their own homes in the Chard area. At the time of the inspection the agency was providing personal care for four people and employed two members of staff. The registered manager and a director in the company carried out most of the care.
People’s experience of using this service and what we found
People, relatives and professionals praised staff and said they were very caring and compassionate. Staff knew each person as an individual, and what mattered to them and treated people with the utmost dignity and respect. They were excellent at promoting each person's dignity, wellbeing and independence and improving their quality of life. For example, helping people with housework and shopping in their own time.
People said they felt safe and well cared for and that the service was reliable. Staff had received safeguarding training and knew about the different types of abuse, and ways to protect people.
People received consistent support from well-trained care staff who knew them well. People praised the quality of service they received and told us they would recommend it to other people who required this type of support.
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. Staff made sure people’s legal rights were respected.
People’s care was personalised to their wishes and preferences and took account of their personal circumstances, interests and hobbies. People were consulted and involved in decisions about their care. Complaints and incidents were opportunities to learn and improve.
The agency was well led by the registered manager and a director who worked alongside staff in day to day practice. They sought feedback from people and continually improved the care provided. The provider worked with other professionals and organisations to promote people’s health and independence.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection – The last rating for this service was Good (report published 11 April 2017)
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.