House of the Flame Lily

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 requires improvement. At this assessment the rating has changed to 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.

People told us their care was individual and tailored to their needs. Relatives raised no concerns. One person said, “I feel very confident when they provide personal care. Carers never rush or appear rushed”.

There were systems in place to ensure people were involved with the planning, monitoring and reviewing of their care. Care plans detailed individual preferences and what was important to the person, this meant people were at the centre of their care.

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.

Changes had been made to ensure care was consistently delivered to people by a regular staff team. One person told us, “I get the rota every Wednesday from the office and check who is coming”.

The registered manager ensured people had a team of staff that provided care to ensure continuity, people we spoke with confirmed this. There were systems in place to monitor and review care, which was now documented.

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

Information was provided to people in a format they could understand when needed. The registered manager told us they would provide information in a suitable/different format for people if needed. Care plans showed how people communicated and staff were aware of this.

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 felt listened to and involved with their care and knew how to complain. One person told us, “I only had to make 1 complaint, and it was about a carer not listening to me, after speaking to the manager, that carer doesn’t come here anymore”.

Feedback was sought from people regularly, either face to face, over the telephone or by completing surveys. This information was then used to make improvements to the service and for individuals.

There was a system in place to ensure complaints were responded to in line with the providers own policy and procedure.

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

People raised no concerns with the support they received and had access to other health professionals.

There were processes in place that could be followed to ensure people could access other services if needed. Leaders worked alongside external agencies, who they could engage with if needed.

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.

Leaders were aware of inequalities people receiving support may face and were able to tell us the action they would take if concerns arose. There were systems in place to consider people’s experiences in care.

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 registered manager confirmed they were not supporting anyone who was currently receiving end of life care; however, they would consider this as part of the assessment process where appropriate.