Lily Of The Valley Care

Updated 22 June 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

The inspection was undertaken by one inspector.

Service and service type

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

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.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

We did not ask the provider to send us a Provider Information Return prior to this inspection. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. However, we offered the registered manager the opportunity to share information they felt relevant with us at this inspection.

The inspection was informed by other information we had received from and about the service. This included feedback from the local authority. Since the provider’s registration we have not received any statutory notifications. A notification is information about important events, which the provider is required to send us by law. The provider told us that there had been no events that they needed to advise us of.

During the inspection

We looked at four people’s care records to check the care they received matched the information in their records. We reviewed three staff files to see how staff were recruited and looked at training records. We looked at the systems the provider had in place to ensure the quality of the service was continuously monitored and reviewed to drive improvement. We spoke with one person who used the service and contacted four people’s relatives to get their views of the service. We spoke to two senior carers, two carers, the field coordinator and the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. The registered manager was not available at the time of the inspection.

After the inspection

We asked the nominated individual to email copies of the audits they undertook so that we could see how the provider monitored the service to drive improvements. They sent this to us within the required timeframe.

Updated 22 June 2022

About the service

Lily of the Valley Care is a domiciliary care service. It provides care for people living in their own homes. CQC regulates the personal care and support. There were 21 people who received personal care at the time of the inspection.

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

People and their representatives confirmed they were supported to have maximum choice and control of their lives and told us staff supported them in the least restrictive way possible and in their best interests. However, there was limited written information in place to demonstrate this at the time of the inspection. Since the inspection the provider has sent us evidence to show records are being completed regarding this.

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.

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 12 November 2020 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

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