Lillyfields Care, Petersfield

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.

The provider had systems, practices and processes in place which were understood and used by staff to keep people safe from either harm or abuse. The provider operated safe recruitment processes and ensured there were sufficient staff to keep people safe and to meet their needs. People received their medicines safely and the provider was in the process of introducing a new electronic medicines records system. People were protected from the risk of infection. Processes were in place to encourage the reporting of any incidents which were then investigated and any identified learning was applied.

People's needs and choices were assessed and the delivery of their care reflected best practice and human rights principles. The provider ensured staff had the right skills and knowledge to enable them to deliver people's care effectively. Staff supported people to ensure they had enough to eat and drink across the course of the day. Staff worked both together and across services to ensure people's healthcare needs were met.

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 spoke of the positive attitude of staff towards them and how they felt valued by staff. People were supported to express their views about their care and to be involved in decision making. Staff respected and promoted people's rights to privacy and dignity.

People received personalised care which was responsive to their needs. Staff supported people to access the community and activities where this care was commissioned. Staff had the required skills to support

people at the end of their lives.

The provider who was also the registered manager, promoted a positive culture which was person centred and focused on achieving good outcomes for people. The governance framework ensured staff's responsibilities were clear and risks and requirements were understood and met. Processes were in place to seek the views of people and staff about the service and to drive improvements. The service worked with external stakeholders to support the provision of people's care.