- Homecare service
Lillie-Rose Home Care
Report from 19 July 2024 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 14 January to 27 January 2025. The service is a care at home service providing support to older people/younger adults, people living with dementia and people with physical disabilities. The provider and staff had created an exceptional shared vision and culture based on active listening, learning and building trust. Leaders were always visible, very knowledgeable and extremely supportive, consistently helping staff develop in their roles to enable a continually improving service and maintain high-quality care.
The provider ensured there were always enough staff with the right skills, knowledge and experience to support people in a way that kept them safe. The service supported staff wellbeing exceptionally well. Staff felt supported and able to give feedback, were treated equally, free from bullying or harassment and had confidence in the management team.
People were always treated as individuals with exceptional kindness and compassion. Staff protected their privacy and dignity, treated them as individuals and supported their preferences. People had choice in their care and were actively supported to maintain relationships with family and friends. People were consistently protected and kept safe by staff who had an excellent understanding of risks. There was a strong learning culture in which managers investigated incidents thoroughly. Staff managed medicines well and monitored people’s health to support healthy living. People were always involved in decisions about their care. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved those important to people regarding decisions in people’s best interests where they did not have capacity. Staff worked with all agencies involved in people’s care for the best outcomes. People knew how to give feedback or make complaints and were confident the service took it seriously and acted on it.
People's experience of this service
People and relatives were positive about the quality of their care. They felt safe and were fully involved in planning their care and understood their rights. People said they received high quality care from knowledgeable staff who treated them as individuals. One person said, “They’re great, they are good girls. They do everything I need. Every time they come in they make me a cup of tea, and I really like that.” People told us about where staff had gone the extra mile to support them, one person told us that care staff drive them to visit their loved one in a home. Several people described how staff treated them and relatives kindly and with respect. One relative told us, “It’s taken a massive burden off my shoulders [having Lillie-Rose staff come in to support relative] it gives me confidence and [relative] is happy with it.” People felt able to complain and were confident action would be taken and improvements made. People generally knew staff and leaders well but recognised there were times when there were staff who they did not know well due to absence and last minute requested changes.