Lillie-Rose Home Care

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

We reviewed care plans and risk assessments and saw that they were regularly reviewed and updated as required and contained clear information regarding people’s holistic care needs including communication. For example: we saw one care plan which explained the person had a hearing impairment, the level of difficulty, risk and actions for staff to take.

The director told us, “People’s health, wellbeing and communication is covered in the initial assessment and in care plans, for example of someone needs glasses, wears glasses, or documents in larger print are required. Reviews pick up any changes with clients. Carers may also report changes.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

People and relatives told us the provider planned people’s care and treatment with them. One relative said, “They know the people they look after; they know [relative] quirks and foibles. The fact we’ve got Lillie-Rose in place is allowing [relative] to stay longer at home which [relative] wants”.

The management team told us about how they carried out assessments, considering what was important and mattered to people. They gave an example of supporting someone who was of Muslim faith and ensuring they had support from staff who were of the same faith as this was important for the person.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

We reviewed care records which evidenced contact with health professionals including occupational therapist, pharmacist, and the district nurse to gain additional support for people with maintaining their health, wellbeing, and independence.

People were supported with choice and maintaining their independence. One relative told us about their loved one’s care, they said, “They give [relative] choices for example would you like to wash your face, and [relative] will say no you do it. Prior to them I was doing everything for [relative].”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

Care records evidenced people were supported to attend medical appointments and people’s care and treatment was overseen by the registered manager and the directors to ensure people’s health and care outcomes were positive and consistently achieved. We saw accidents and incidents were analysed and improvements to care made as a result. The electronic system that the provider had invested in meant the management team had good oversight of the care people received.

Staff directly monitored people’s welfare. One staff member told us, “As the person's needs change, the care plans are updated to the clients' new needs or risks. This is why it’s really important we read clients files on a daily basis. If we see a clients mobility declining, we also inform the office and make an incident report. It has been known that occupational health have been out and assessed a person’s needs and issued aids to improve their care.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

We reviewed care plans which evidenced people had consented to their care and treatment. Where people were unable to do this independently, appropriate people were involved in decision making, for example family who had legal authorisation to do this. We saw examples of where people’s capacity had been assessed and where people lacked capacity to make a decision, a decision was made in the person’s best interest with the support of appropriate professionals and loved ones.

Staff had a clear understanding of the Mental Capacity Act and how this impacted people’s care regarding consent and people’s rights. One staff member told us, “When supporting a person in making their own decisions, we also need to consider are they able to make this decision, is it the right decision, do other people need to be involved in supporting this decision\choice they are making.”