Lilyrose Care Group Ltd - Staffordshire

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.

At our last assessment we rated this key question Good. At this assessment the rating has remained 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.

People and relatives spoke highly of staff attitudes and the positive relationships they had formed. One person said, “The carers are very kind people and treat me well. I cannot fault them they are lovely.” One relative told us, “My relative recognises her carers and they are lovely people. They [staff] are patient and kind with her.”

People described staff as friendly and warm and relatives valued the emotional impact staff had on their loved ones. One person said, “My carers are very friendly. I get on well with all the carers.” A relative said “They [staff] are so kind and they make my relative smile when they sing to them.” Another relative said, “I can see the way Mum smiles and responds to her carers that she is happy with them.”

People felt respected by staff who promoted their privacy and dignity. One person said, “I am treated with respect. During personal care they [staff] will give me as much privacy as possible and cover me with towels.” A relative said, “My relative is treated with dignity and respect at all times. Staff are gentle, giving my relative time, they never rush them.”

Staff explained how they treated people with dignity, privacy and respect. One staff member said, “I ask people their permission to support them, keep doors and windows closed during personal care, encourage service user's involvement in their care as much as they can and do not discuss service users inappropriately.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Relatives told us staff treated people as individuals and where people had complex needs or lacked capacity, staff treated them with compassion and understanding. A relative told us, “My relative does not have capacity, the carers interact very well with them. My relative responds well to the carers, gentle encouragement from them [staff] means they get the care they need without difficulty.”

Staff understood the importance of respecting people’s diverse needs when they provided support. Staff knew people well and supported people in line with their wishes and preferences to meet their needs. Staff told us paper documents kept in people’s homes contained life‑history details, which helped them build rapport and support meaningful conversations whilst providing care.

While people reported receiving personalised care and staff had a good understanding of their preferences, the care plans did not always include comprehensive details about how individuals wished their care to be delivered. We shared this with the registered manager, who acknowledged that the current digital system had limitations. They were already in the process of introducing additional software to capture this information more effectively.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff helped people to maintain their independence by ensuring they gave them time to do things for themselves and provided support when needed. One person said, “I can do some things myself but need help with other things, staff ask me if I need help.” Relatives told us staff encouraged and prompted their relatives to help them maintain their independence in daily living skills, making sure they felt involved in their own care.

Staff explained the importance of supporting people whilst promoting their independence, choice and control. One staff member said, “I always make sure I support independent clients to do everything they can, some can do their personal care, so I give them privacy and encourage them to take their time.”

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.

People and relatives confirmed staff responded to their physical and emotional needs. One relative told us, “The carers will play music for my relative, and they sing and dance with them which makes them happy and lifts their mood.” Another relative said, “The staff know my relative well and when they are not feeling well. They let me know straight away so I can contact the doctor or nurse.”

Relatives told us staff responded quickly to early signs of skin breakdown and escalated their concerns appropriately. One relative said, “The carers check my relative’s skin for any red marks. When there was a mark, they asked me to call the district nurse straight away.” This demonstrated staff responded to people’s immediate needs to reduce discomfort and deterioration.

Staff explained how they recognised when people’s physical and emotional needs had deteriorated and the actions they taken to support them. Records confirmed where staff had raised concerns about people’s health these had been acted on to minimise discomfort.

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 supported by the management team. One staff member said, “My communication with the manager is good. Staff are listened to and involved in action plans where appropriate, which is reflected in supervisions.” Another staff member said, “If there are any concerns, I have always felt comfortable going to the office staff.”

Staff told us they had good communication links with other staff and were able to approach each other for advice and support if needed. One staff member said, “We have a wonderful communication system, and call on each other regularly if we need to clarify anything whilst out on visits.”

Staff had access to local wellbeing services they were able to contact if needed, which were displayed within the office. The provider told us they had presented staff with vouchers to show their appreciation and shared feedback from people and their relatives where staff had received praise for the care they had provided.