Lilies Home Care received a Good rating across all five key questions at its first inspection since registering with CQC in November 2017, with nine people receiving personal care at the time. The service demonstrated safe staffing, effective person-centred care planning, compassionate staff, and strong leadership with robust quality assurance systems.
Strengths
· People and relatives universally praised the service, with one person stating 'It is fantastic, I am definitely safe.'
· Staff were never rushed and always stayed the allocated time, with sufficient staffing levels maintained throughout.
· Personalised, person-centred care plans were comprehensive, up to date, and reflected people's individual needs, preferences and protected characteristics.
· Strong leadership from the registered manager with an open, inclusive culture and effective quality assurance systems including audits and satisfaction surveys.
· Staff received regular supervision, unannounced spot checks, tailored induction and ongoing training including the Care Certificate and Mental Capacity Act.
Quality-Statement breakdown (18)
safe: Staff recruitment and sufficiencyGood
safe: Risk assessment and managementGood
safe: Medicines managementGood
safe: Safeguarding and incident learningGood
safe: Infection prevention and controlGood
effective: Staff training and supervisionGood
effective: Mental Capacity Act applicationGood
effective: Needs assessment and care planningGood
effective: Access to healthcare professionalsGood
caring: Dignity, respect and person-centred approachGood
caring: Involvement in care decisionsGood
caring: Promoting independenceGood
responsive: Person-centred care records and reviewGood
responsive: Complaints handlingGood
responsive: Equality, diversity and accessible informationGood
well-led: Leadership and governanceGood
well-led: Quality assurance and audit systemsGood
well-led: Record keeping and regulatory complianceGood