Background to this inspection
Updated
2 June 2021
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 Care Act 2014.
Inspection team
The inspection was completed by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. 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.
Notice of inspection
We gave the service short notice of the inspection. This was because it is a small service and we needed to be sure that the provider who is also the registered manager would be in the office to support the inspection.
Inspection activity started on 11 May 2021 and ended on 17 May 2021. We visited the office location on 11 May 2021.
What we did before the inspection
We reviewed information we had received about the service. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with three people who used the service and six relatives about their experience of the care provided. We spoke with three members of staff including the provider who was also the registered manager, the care support manager for the location and the business development manager.
We reviewed a range of records. These included four people’s care records and medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We received feedback on the service from a further six staff. We looked at training data and quality assurance records. We spoke with one professional who worked with the service.
Updated
2 June 2021
About the service
Lillyfields Care is a domiciliary care service, it was providing personal care to 18 people at the time of the inspection. The service provides care to younger and older adults who may have a physical disability, sensory impairment, mental health diagnosis or be living with dementia.
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’s experience of using this service and what we found
People and their relatives provided positive feedback about all aspects of the care provided. They told us, “I would recommend the service to others. They just know what they are doing.”
People were protected from the risk of abuse. Staff assessed potential risks with people and supported them to remain safe. People received their medicines safely. There were enough suitable staff to ensure people received a consistent and reliable service. Processes were in place to manage risks arising from the COVID-19 pandemic.
The provision of people’s care reflected best practice guidance. Staff were well supported in their role. Staff supported people to eat and drink enough of their preferred foods and drinks. Staff worked effectively with professionals 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 told us staff treated them with kindness, respect and compassion and that staff showed a genuine interest in them and their welfare. Staff supported people to express their views and to be actively involved in making decisions about their care. People’s privacy, dignity and independence were respected and promoted.
People received personalised care that was planned with them and responsive to their needs. Processes were in place to enable people to raise any issues and anything raised was responded to positively. People were appropriately supported at the end of their life.
The registered manager created and promoted a positive culture which was person centred and focused on achieving good outcomes for people. There was a clear governance framework and any risks to the service were understood and well managed. Processes were in place to seek people’s views and to assess and improve the quality of the service provided.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
This service was registered with us on 19 August 2019 and this is the first inspection.
Why we inspected
This was a planned inspection.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.