Lily Of The Valley Care

Staff had received training on how to protect people from abuse and knew the procedure to follow to report concerns. However, we identified two complaints that should have been referred to the local authority safeguarding team. This was discussed with the provider who agreed and confirmed this would be done in the future.

People and their family members spoke highly of the staff and management team. They spoke of staff being caring and friendly. One person told us of the kindness they had recently received from the management and staff team following a bereavement. Discussions with staff demonstrated they had compassion and understanding for the people they supported. Systems and processes were in place to support people's safety. People's needs, including their safety in relation to care were assessed and monitored.

Where people were supported with their medicines these were managed safely. Medicines were administered by staff that had received training and had their competency to administer medicines assessed. When needed people were supported to access health care professionals to support people's well-being and manage their dietary needs.

People received support from staff that had undergone recruitment checks to check their suitability. The staff were committed to providing care that was person-centred. People and their family members spoke of the staff's kind and caring approach.

Staff worked within the providers policy and procedure for infection prevention and control and followed current government guidance related to COVID-19.

Staff confirmed the registered manager and provider were approachable and available to them when needed. Staff were enthusiastic about their role, and of their commitment to continually improve people's care.

Quality monitoring was undertaken and kept under review by the provider to drive improvement. The view of people and their relatives were sought including involvement in decisions relating to their care.