House of the Flame Lily

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 70 (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 were happy with the care they received. One person told us, “They are very nice ladies, they become like good friends really, after a while.”

Staff emphasised the importance of being kind and caring towards people in their own homes.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

People and relatives felt they were treated as individuals.

There were systems in place to ensure people were treated as individuals. This included ensuring people were listened to and were part of the review process.

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

People and relatives felt they were involved with their care and were offered choices. A relative told us, “The main carer is brilliant, they do all his food, they prepare the food, but they let him choose, he points and smiles, so he gets a choice.”

Staff we spoke with were aware of how people made choices and told us how they encouraged people to remain independent.

Effective systems were not in place to ensure the provider consistently understood and responded to people’s needs.

As described in the safe and effective parts of the assessment, people’s assessed needs were not always met. We saw people did not always receive the correct number of staff to meet their assessed needs.

However, relatives felt people’s needs were responded to. They told us they had the opportunity to be part of reviews. The records were reviewed did not always demonstrate how people were involved with this process.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver care.

Leaders told us about their workforce and how they considered their wellbeing. This included operating an open-door policy and ensuring they were available for staff when needed.

Staff we spoke with during the inspection felt supported by the management team.