Lily Health Care Limited

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.

At the time of the inspection, the location did not care or support anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.

Right Support: Staff supported people with their medicines, however records needed improving to ensure they were accurate and completed in full without any gaps. Risks to people were not always assessed and those in place required more detail with actions for staff to follow. People were supported by a consistent staff team who knew them well and understood their needs.

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.

Right Care: Staff protected and respected people's privacy and dignity. Staff understood how to protect people from poor care and abuse. Staff had training on how to recognise and report abuse and they knew how to apply it. Staff promoted equality and diversity. They understood people's cultural needs and provided culturally appropriate care.

Right Culture: The provider needed to implement effective systems and processes to monitor the quality of the service and to drive improvement. Audits in place were not always effective in identifying shortfalls. The provider had not always submitted notifiable incidents in accordance with their legal responsibilities. Immediate action was taken to address this shortfall.

People and those important to them, were involved in planning their care. The registered manager was open and transparent throughout our inspection and demonstrated a commitment to delivering improvements and achieving best outcomes for people. They were receptive to our feedback and took action to address the shortfalls we found.