Lilias Gillies House

This means we looked for evidence that the service met people’s needs.

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

Staff supported residents to maintain family relationships. Staff helped residents with communication, cultural and spiritual support. Residents were encouraged to give feedback on the service and how this could be improved.

However, we found the service did not always have clear systems and records of responding to issues brought to community meetings and could not demonstrate how outcomes from complaints were shared with the staff team, to ensure learning led to change.