27 September 2017
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
We made an announced inspection on 4 September 2017. The inspection team consisted of one inspector and one Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. They had knowledge and experience of care provided by domiciliary care agencies.
We gave the registered manager 48 hours’ notice of our intention to undertake an inspection. This was because the organisation provides a domiciliary care service to people in their own homes and we needed to be sure that someone would be available in the office.
We looked at the information we held about the service and the provider. We asked the local authority if they had any information to share with us about the care provided by the service.
We spoke with two people who use the service, and four relatives. We spoke with the registered manager and three staff members. We looked at two care plans, which included risk assessments; healthcare information; capacity assessments; and reviews of people’s care. We looked at the quality assurance records and recent feedback received.
27 September 2017
Lilyrose Care is located in Stoke-on-Trent, Staffordshirefordshire. It is domiciliary care agency which provides support to people in their own homes. It supports older people; people with mental health difficulties; people with learning disabilities and autistic spectrum disorders; and people living with dementia. On the day of our inspection, there were 10 people using the service.
There was a registered manager at this service, who was also the registered provider. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered providers and registered managers are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People were involved in discussions about the individual risks associated with their care needs. People were supported to take positive risks, and ways were found to help people safely take these risks.
The registered manager understood the importance of the Human Rights Act in relation to people's care, and ensured this Act was embedded in their practice.
People benefited from a reliable and consistent staff team. People were not rushed on their calls, and their calls were not missed.People received the support they needed to safely take their medicines.
People's health was promoted, with staff working alongside a range of health professionals. Staff had the bespoke training they needed to effectively care for people and meet their needs.
People received the support they needed with their meals and drinks.
People enjoyed caring and comfortable relationships with staff. People were treated with respect, and their dignity was maintained, The registered manager advocated on behalf of the people using their service and made sure their voices were heard by the local commissioners.
There was a flexible approach to people's care, which took into account people's preferences and wishes. Staff knew people well as individuals, and people's care plans were reflective of their current needs. People's changing needs were responded to.
There was a system in place for capturing and acting upon complaints and feedback. Where feedback had been received, this was acted upon.
People were supported by a positive and enthusiastic staff team. There was a commitment to provide personalised care to people, and for the registered manager to know everyone the service supported.
The quality of care provided to people was routinely monitored to ensure high standards were maintained.