Lilyrose Care Group Ltd - Staffordshire

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.

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

Without exception people and relatives told us they had been involved in the planning of the care provided. Visits were conducted by the registered manager to gain valuable information about people’s needs and wishes, which ensured people were at the centre of their care. Relatives told us staff were responsive to their loved one’s needs and preferences, displaying confidence that future changes in needs could be supported.

People and relatives told us they had a consistent staff group who they knew well and provided support in line with their preferences. Where changes were needed the provider acted on these to ensure the care suited the needs of the person. One relative told us how a review had highlighted a change in the person’s needs and a revised plan of care was implemented.

Staff told us they reported any changes in people’s care needs to the office, and it was acted on immediately. These were recorded on the care app which were accessible to all staff which ensured they were aware of any changes to people’s support.

Care records confirmed people, and their relatives were involved in the review of their care, which meant people’s needs were discussed and changes implemented when required.

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.

Relatives told us staff shared concerns with them about people’s health and care needs promptly and contacted health professionals for advice and treatment. Staff confirmed people’s needs were monitored at each visit and they worked with the provider to share concerns and seek advice with the required professionals.

People’s care records included details of working in partnership with other professionals. Advice had been sought and referrals made where required to ensure people were supported in a holistic approach to their health and care needs. This helped maintain continuity of care and ensured people received the right support at the right time.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People told us they had received a copy of their care plan, and they had been provided with an up-to-date care plan following a review of their care. Relatives told us they had access to the care application where they were able to view the care provided at each visit. One relative told us this gave them reassurance as they were able to check their relative had received the support they needed at a time they needed it.

Staff understood people’s individual methods of communicating and care plans were in place which gave staff guidance on the most effective way to help people express their views. We viewed records which had been developed in an easy read format for a person who used the service to ensure the information was accessible and met their individual needs.

The registered manager discussed accessible information in staff meetings to ensure staff understood the importance of ensuring information is accessible to people. The registered manager said, “It is important all information is accessible to people’s individual needs, we use pictorial formats when needed, coloured paper and adapt to people’s individual methods of communication.” They told us hospital passports, care plans and the complaints policy were all available in pictorial formats. The records we viewed confirmed accessible formats were in place when required.

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 told them what had changed as a result.

People and relatives felt confident raising concerns they had and told us the service responded promptly to make improvements. One person said, “I have the phone contact for the office or manager and would feel able to raise any concerns if needed.” A relative said, “We have been provided with all the office phone contacts, and we are aware of the complaint procedure. I always feel listened to by the staff and manager.”

The provider had a system in place to ensure complaints received at the service were investigated and responded to in line with their policy. An audit was in place to review how complaints had been handled; the outcome and what learning was taken to make improvements to people’s care.

The provider shared compliments they had received from people and relatives about their experiences of the care provided. One compliment was received from a person who had been anxious about receiving care in their home. Their comments included, “The carer was wonderful, kind, calm and extremely supportive. The carer handled everything with gentleness at a pace that was natural and respectful. They [staff member] had a way of taking over things I was struggling with without making me feel bad or overwhelmed.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People and their relatives told us the provider was flexible and made changes to the care when required. One relative said, “If we need a change in times or another call, they [the provider] always manage to sort something out for us.”

Records showed the provider had contacted external health and social care professionals when needed to ensure people had access to the required care and treatment to meet their changing needs.

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.

Staff completed training in equality and diversity, and had access to policies relating to equality, diversity and inclusion. This enabled staff to understand people’s diverse needs and respond in a way that provided positive outcomes.

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.

The provider was not providing end of life care at the time of the inspection. However, staff had received training and understood how to support people in a dignified way in line with their preferences at this time of their lives. The provider explained how they gained people’s wishes for their end of life care to ensure their preferences were met.