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 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 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 relative told us, “The carers are now all good, diligent and personable people and [person] gets on with them all”.

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 and their specific needs and preferences were considered.

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.

Staff we spoke with were aware of how people made choices and told us how they encouraged people to remain independent. Care plans considered how people made choices and how they were involved with their care.

The provider listened to and understood people’s needs, views and wishes.

People felt the service was flexible in meeting and responding to their needs. One person said, “Agency flexible with changing call times as I often change the times due to my commitments”. A relative said, “I am now happy with the standard of care, and the manager visits regularly to check on everything, which is excellent”.

People had the opportunity to express their views through telephone calls and reviews. When changes occurred to people’s needs, information was shared with staff through the handover process.

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

The registered manager 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.