Lilyrose Care Group Ltd, Cambridge

Lilyrose Care Group Ltd, Cambridge is a domiciliary care agency providing personal care to 12 people at the time of the inspection.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

The provider had systems in place that helped ensure that staff delivered a service that met people's needs and kept them safe.

People felt safe receiving the service and were protected from avoidable harm by a staff team trained and confident to recognise and report any concerns. Medicines were well managed by trained and competent staff. The service used effective infection, prevention and control measures to keep people safe, and staff supported people to follow them.

People and relatives had mixed views about how well the service was managed. Some people and relatives made very positive comments about the service, the manager and how they were listened to. However, we also received feedback the service had been short-staffed, and improvements had not always been sustained.

The service had enough staff to meet people’s needs effectively. Senior staff regularly checked staff member’s performance and requested feedback from people. Where possible, they acted on people’s feedback and addressed their concerns. Most people gave very positive feedback about the staff who supported them. One person said, “The [staff] take their responsibilities seriously; they have a lot of energy, are kind and compassionate.”

There was effective communication in place to ensure staff were kept up to date with any changes in the service provided. Staff liked working for the service and felt valued. The manager led by example to create a positive and caring culture. Staff felt very well supported and made positive comments about them.

The registered manager left the service in 2019. The current manager was in the process of applying to register with us.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good (report published 2 March 2020)

At our last inspection we recommended that the provider consider current legislation on recruitment requirements and take action to update their practice for further prospective employees. At this inspection we found they had made this improvement.

Why we inspected

We undertook this inspection as part of a random selection of services which have had a recent Direct Monitoring Approach (DMA) assessment where no further action was needed to seek assurance about this decision and to identify learning about the DMA process.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

Lilyrose Care Group Ltd, Cambridge is a domiciliary care agency providing personal care to 17 people at the time of the inspection.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People felt safe using the service because staff knew what they were doing, they had been trained, and cared for people in the way people wanted. Staff assessed and reduced risks as much as possible, and there was equipment in place to help people remain as independent as possible. There were enough staff. The provider obtained most key recruitment checks to ensure staff were safe to work with people. However, not all of these checks were available for one staff member. We have made a recommendation about obtaining recruitment checks. Staff used protective equipment, such as gloves and aprons to reduce the risks of cross infection.

People received their medicines and staff knew how these should be given. Medicine records were completed accurately, although there was not always enough guidance about how medicines were to be administered. Staff supported people with meals and drinks. They followed advice from healthcare professionals where this provided.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff made sure they asked people’s consent before caring for them

People liked the staff that cared for them. Staff were kind and caring, they involved people in their care and made sure people’s privacy was respected. Staff worked well together, they understood the service’s aim to deliver high quality care, which helped people to continue to live as independently as possible.

Staff kept care records up to date and included national guidance if relevant. Complaints and concerns were dealt with and resolved.

There was no registered manager in post at the time of this inspection. However, we had received, and were processing, the deputy manager’s application to register with the CQC, as manager for the service.

Systems to monitor how well the service was running were carried out. Concerns were followed up to make sure action was taken to rectify any issues. Changes were made where issues had occurred, so that the risk of a similar incident occurring again was reduced. People were asked their view of the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 06/12/2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on the registration date.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.