Lilyrose Care Group Ltd, Cambridge

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.

People felt safe receiving the service and were protected from avoidable harm by a staff team trained and confident to recognise and report any concerns. Medicines were well managed by trained and competent staff. The service used effective infection, prevention and control measures to keep people safe, and staff supported people to follow them.

People and relatives had mixed views about how well the service was managed. Some people and relatives made very positive comments about the service, the manager and how they were listened to. However, we also received feedback the service had been short-staffed, and improvements had not always been sustained.

The service had enough staff to meet people's needs effectively. Senior staff regularly checked staff member's performance and requested feedback from people. Where possible, they acted on people's feedback and addressed their concerns. Most people gave very positive feedback about the staff who supported them. One person said, "The [staff] take their responsibilities seriously; they have a lot of energy, are kind and compassionate."

There was effective communication in place to ensure staff were kept up to date with any changes in the service provided. Staff liked working for the service and felt valued. The manager led by example to create a positive and caring culture. Staff felt very well supported and made positive comments about them.

The registered manager left the service in 2019. The current manager was in the process of applying to register with us.