LIM Independent Living and Community Care Services Limited

What inspectors found

From the Care Quality Commission's assessment published 29 August 2024 (assessment visit 12 July 2024). Quoted under the Open Government Licence.

1. Safe

   GGood Good

   We assessed all of the quality statements within this key question. Our rating for this question has improved to Good. People and staff could confidently raise safety concerns and these were listened to and acted on by the management team. People were protected from the risk of abuse or harm because staff now had a better understanding about their duty to safeguard people and what action to take to make sure people would be protected. People were involved in making decisions about how risks to their safety should be managed. Staff understood how to reduce safety risks to keep people safe from injury or harm whilst maintaining continuity of care. The service had made improvements and staff were now deployed more effectively to ensure people received timely care calls from the same group of staff, which helped to maintain continuity of care. Staff received relevant training to meet people’s needs. They were well supported through supervision to continuously learn and improve their working practice. Recruitment processes had been improved to ensure only suitable staff were employed by the service to support people. Staff followed current practice to ensure infection risks to people were minimised. People received timely support with their medicines and these were administered as prescribed.

2. Effective

   GGood Good

   We assessed all of the quality statements within this key question. Our rating for this question has improved to Good. People were involved in assessing their needs and able to state their choices and preferences for how their care and support was provided. People’s care and support was planned and delivered in line with current practice, legislation and standards. Information for staff about how people’s needs should be met had been improved and staff understood how people’s needs should be met. The staff team worked well together and with others to make sure people experienced positive outcomes in relation to their care and support needs. People were supported to stay healthy and well. Staff monitored people’s health and wellbeing and made sure people received timely support if they became unwell or needed extra support from professionals with their healthcare needs. The management team reviewed the care and support people received to make sure this remained effective and helping people achieve positive outcomes. The service had improved their arrangements and was now working within the principles of the Mental Capacity Act (MCA).

3. Caring

   GGood Good

   We assessed all of the quality statements within this key question. Our rating for this question has improved to Good. People were treated well by staff. Staff were kind, caring and respected people’s rights to privacy and to be treated with dignity. Staff provided care and support to people in line with their individual needs and preferences. People had choice and control about how they wanted to receive care and support and staff respected their decisions about this. People were encouraged to do as much as they could for themselves, to maintain their independence and build strength and further independence to undertake the tasks of daily living. People were supported to understand their rights and how the service would make sure these were respected. People felt listened to by staff, who responded to people in an appropriate way when needed. Staff were well supported by the management team with their wellbeing, because managers understood the impact this could have on the safety and quality of care and support provided to people.

4. Responsive

   GGood Good

   We assessed all of the quality statements within this key question. Our rating for this question has improved to Good. People were happy with the care and support they received from staff. People now received care and support that was tailored to them and their individual needs. The service was flexible and responsive to people’s needs, especially when these changed, and ensured continuity of care was maintained in line with people’s choices and preferences. People were now provided with information in a way they could understand and which met their individual communication needs. People were encouraged to speak up and raise concerns if they had these. Staff and the management team made sure people were listened to and involved when their concerns were dealt with. People using the service were treated equally and fairly and supported to access care and support that met their individual needs. The management team had improved their understanding of the challenges people might experience and used this to plan and deliver care and support, which met people’s needs in relation to their protected characteristics. Staff understood people’s equality and human rights and how these should be upheld and respected when providing them with care and support. Staff were supported by the management team to deliver care and support that did not discriminate against people. The service had arrangements in place to support people to plan for the future, including at the end of their life.

5. Well-led

   GGood Good

   We assessed all of the quality statements within this key question. Our rating for this question has improved to Good. The service was now managed well. The registered manager had improved their understanding of their role and responsibilities and demonstrated compliance with regulatory requirements. Governance systems had been improved and there was better oversight of the safety and quality of the care and support provided to people. The management team regularly checked the quality and safety of the care and support provided to people and any issues identified were acted on and used to support staff to improve their working practices. Staff and the management team understood their responsibility to provide people with safe, high quality care in line with the service’s vision and values. Staff were provided fair and equal opportunity at work and were valued and respected. There was a culture of openness and honesty and people and staff could raise concerns without fear of what might happen. The service worked proactively with partners to support people to experience positive outcomes in relation to their needs. Feedback was sought from people and staff about how the service could be improved. Feedback was used, with other learning, to make improvements to the service when this was required.