LlyonHealth

People felt safe supported by Llyon Health staff. Risks were identified and regularly reviewed. Guidance was provided for staff to manage these risks. People received their medicines as prescribed. Staff were unable to log out of a call until identified medicines had been administered.

Staff knew how to report any incidents, and these were reviewed by the management team. However, a local authority told us the service did not always follow their procedures where people’s support hours were increased. They said there were also incidences where invoices were raised for care calls that had not been fulfilled, resulting in people paying for calls they had not had. The registered manager acknowledged this during the assessment and said they were working to improve their invoicing system.

People’s needs were assessed before they started to receive support. Clear routines and tasks for each call were identified. The aim of the support, for example to remain as independent as possible, were identified.

Staff supported people with their nutritional needs where this was identified in the support plan. Staff would also support people with medical needs if required. Staff explained how they obtained people’s consent before providing care and encouraged them to complete tasks for themselves where possible to maintain their independence.

However, a local authority told us the service did not always provide them with information they had requested in a timely way.

Audits and checks had been introduced and an action plan written to address any issues found. Staff now enjoyed working at the service and felt well supported in their role by the management team. They said they were able to speak with the management team if they had any issues or concerns.

Changes in the management of the service were being introduced, with team leaders being trained to support the care workers, complete spot checks and oversee the rota. However, one local authority had concerns around the invoicing system not always being accurate and the time taken for the service to respond to requests for information. The registered manager was aware of these concerns and said they were working to improve the invoicing at the service.

We saw the CQC had not been notified of 1 accident that had been reported by the staff team. We discussed what needed to be notified to the CQC with the registered manager. A suitable notification was made during the assessment.