Lilyrose Care Group Ltd - Staffordshire

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

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

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People and relatives were involved in the assessment of needs before they used the service, which were reviewed annually and when their needs changed. A relative told us, “My relative has a comprehensive care plan that I was involved with. We have had a recent face‑to‑face review where we discussed [relative’s] needs” and another relative told us, “During the review it was agreed to increase [relative’s] care to keep her safe and well hydrated.”

People’s care records included information to help staff provide support in line with people’s needs and conditions. The records we viewed contained information about conditions specific to the individual and how their conditions may affect their health and wellbeing.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Relatives told us staff supported people with their dietary needs, whilst encouraging their independence and involvement. One relative said, “The carers support my relative well with eating and drinking. They [staff] ensure she always has a drink available and provide encouragement.” Another relative said, “The carers try to encourage my relative to make a sandwich and a drink. They encourage her to do things for herself to maintain her skills for as long as possible.”

Staff explained how they supported people to manage their dietary risks and how they provided care in a way people preferred. Staff confirmed the care plans provided the information they need to support people effectively.

The provider ensured staff had information on people’s individual needs, so they were able to support people effectively. Staff confirmed they had read these and told us they received training to understand people’s specific conditions, such as accredited learning disability training.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

People and their relatives confirmed staff shared information with other professionals to meet people’s needs. One person said, “On my care plan there are contact numbers of my GP and other health providers in the event the carers need to call them.”

Staff worked in partnership with professionals such as doctors, district nurses and social workers to ensure people received the right support. The records confirmed staff worked with other health and social care professionals to monitor and maintain people’s health and wellbeing.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Staff supported people to maintain their independence. One relative said, “They [staff] do encourage my relative do things for themself to help maintain their skills for as long as possible.”

Staff monitored people’s health and wellbeing to ensure they received specific support to manage any changes in their health needs. One staff member said, “We regularly monitor people’s health and if I have any concerns, I report them to the office and contact the GP or district nurse.”

People’s care records showed they were referred to health and social care professionals when needed to support their wellbeing and help them to continue to live healthy lives.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

People and relatives, we spoke with confirmed staff monitored their care and were involved in the ongoing reviewing and development of their care plans. One person said, “I have a care plan, and the manager comes to see me to review my care. They [registered manager] make sure I am happy with the service.” A relative said, “We are very involved in the decisions made about my relative’s care, the office staff and manager are easy to speak to.”

Staff monitored people’s needs and raised concerns as and when required. Staff completed daily care task records, which detailed the care provided and any changes in people’s needs. These were accessible by all staff on the digital app, which ensured staff were aware of any changes before providing support.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

We checked whether the service was working within the principles of the Mental Capacity Act 2005 (MCA).

People and relatives told us staff gained consent before they provided support. The records contained information about people’s ability to consent to their care. One person said, “The carers do communicate with me and tell me what they are going to do next, asking me for my consent.” A relative said, “My relative lacks capacity now but the staff are very good with them, encouraging choices.”

Staff told us how they gained people’s consent before they provided support. One staff member said, “I always ask people before I provide support to gain their consent. If I had any concerns about a person’s ability to understand a decision, I would inform the office.”

Staff received training to ensure they understood their responsibilities under the MCA and explained what this meant for people receiving support. The provider had a good understanding of their responsibilities which ensured people were supported in their best interests and in line with the MCA.