Lime Healthcare Support 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.

Right Support: 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 but required some improvements. People received the support they needed to keep them safe from risk of harm and meet their needs. People were supported by staff who were recruited safely and always available to offer people the support when they needed it. People had support to manage their health needs. People were supported to take their medicines safely.

Right Care: People received support in a way which promoted independence and dignity. People's rights were respected, and people received person-centred support. Staff were kind and caring in how they described supporting people. Staff showed an understanding of how individuals preferred to be supported including how people were communicated with and the things people liked to do.

Right Culture: Systems in place did not always ensure documentation was completed as required. The provider was not consistently clear about when they needed to notify CQC when incidents had occurred. The provider promoted a positive culture, staff felt supported and there was evidence of regular communication with people and their relatives. Complaints were managed and responded to effectively. When things went wrong the provider ensured lessons were learned and improvements were made. The provider acted on CQC feedback and made changes to the service following our inspection.