10 Wood Road

Updated 27 July 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

One inspector undertook this inspection.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. At the time of our inspection there was a registered manager in post. The registered manager was also the nominated individual.

Notice of inspection

We gave the service notice of the inspection. This was because the service is small, and we wanted to be sure the registered manager would available to speak with us.

Inspection activity started on 27 June 2022 and ended on 30 June 2022. We visited the location's office on 27 June 2022.

What we did before the inspection

We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We reviewed information we had received about the service since it registered with us. We used all of this information to plan our inspection.

During the inspection

During the site visit we spoke with the registered manager and deputy manager. We reviewed a range of records. This included two people's care plans and records. We looked at three staff files in relation to recruitment and staff supervision. We reviewed records relating to the management of the service, such as records of staff meetings.

After the inspection

We continued to seek clarification from the service to validate evidence found. We looked at training data, quality assurance records, and policies and procedures. We spoke by telephone with three people who used the service, four relatives and two members of staff to gain their views about the service. We received feedback from a health social care professional who was involved in people's care.

Updated 27 July 2022

About the service

Lilies24 Healthcare Ltd, 10 Wood Road is a domiciliary care service providing personal care and support to people living in their own homes.

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. At the time of our inspection, there were four people receiving personal care from the service.

People's experience of using this service and what we found

People were treated well and with respect. People who used the service and their family members described staff as caring, kind, thoughtful and patient. They told of several instances when the registered manager went beyond expectations to ensure people’s needs were met.

Staff understood how to protect people from harm or discrimination. There were sufficient numbers of staff deployed to meet people's needs and ensure their safety. Risks to people were assessed and their safety was monitored and well managed. Safe recruitment processes were followed to make sure the right staff were employed. Infection prevention and control practices were followed to minimise the spread of infection, including those related to COVID-19.

People's needs and choices were assessed to make sure the service was right for them. Staff knew people well and provided them with the care and support they needed in a way they preferred. 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.

Staff received the training, supervision and support they needed. Staff worked closely with other health care professionals to ensure people's needs were met holistically.

People were involved in decisions about their care and support. There was a clear focus on supporting people to maintain and develop their independence. All members of the staff team spoke of people with respect and empathy. Staff respected people's privacy, dignity and their right to confidentiality. People and family members were encouraged to express their views and opinions and make decisions about the care provided. Their feedback was very appreciative of the service.

People and their relatives had access to a complaint's procedure, if they wished to raise a concern. The registered manager carried out audits to check the quality and safety of the service. Spot checks were carried out to monitor staff performance. People were asked for their views and any suggestions were used to improve the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 19 April 2021 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service including when the service registered with CQC.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.