Lily Mae Homecare Limited

People's needs were appropriately assessed, and outcomes were met. Records showed, and staff confirmed that they received the training they needed to do their job well. Specialised training to support people who required more complex support was provided. People's nutritional needs were met, those with more complex needs who required a specialised diet were catered for. Care records were detailed, and staff described the support required to assist people with swallowing needs well. 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.

People's consent to care was not recorded in their care records. We acknowledged verbal agreements were reached when people start using the service, but this was not recorded to demonstrate people are receiving the care which has been agreed and they consent to it. The provider immediately implemented a simple process to address this.

The service being delivered was caring and was delivered by a staff team who were kind, considerate and empathetic. Staff described a 'family' atmosphere and approach. The registered provider had the interests of people using the service and their staff team at heart. People were given the opportunity to express their views. Staff demonstrated good awareness of how to maintain privacy and dignity.

People were receiving care which was responsive to their needs. People were consulted about the care they received and were asked for feedback. People would benefit from learning more about what action is being taken to address their concerns. The registered manager was aware of this and was considering how to feedback from the latest quality assurance surveys. Complaints were well managed we saw evidence of good customer satisfaction and compliments.

The provider has a clear direction and vision. Leadership is visible, accessible and the management team

lead by example. Staff were complimentary of the support they receive from the management team. Morale in the team was good and there was a good team working ethos. Processes were in place to ensure that the delivery of care was monitored and checked regularly. Plans for improvement were implemented and actioned. The registered manager and the team work in partnership with other health and social care professionals within the community.