Lyles House

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Independence, choice and control: People's wishes, preferences and individual choices were not reflected in the standards of care provided. People were not supported to maintain hobbies and interests to prevent social isolation and boredom. People's preferences regarding the gender of staff when supporting with personal care was not respected.

This service scored 0 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People's dignity was not protected as not supported to maintain and clean and comfortable living environment. Equipment used with people was found to be visibly unclean with presence of what appeared to be bodily fluids. We observed poor interactions between staff and people, which did not demonstrate value and respect. Managers did not lead by example in their interactions with people. Where people communicated their needs, we observed staff to lack understanding of what they needed, resulting in poor care outcomes. People's privacy and human rights were not protected or upheld.

People's care records were not personalised, and did not demonstrate involvement of people or their relatives in the development of them. People's care records were not accurate or kept updated to reflect changes in their levels of care and support needs. People's care records did not contain information relating to their personal hobbies and interests, life histories, goals and aspirations. We observed people's daily routine to lack choice and control and instead be influenced by staff availability.

People's levels of independence and choice was not observed to be promoted by staff. People and their relatives were not consulted regarding changes in their care. For example, where it was decided that people needed to move bedrooms, their mental capacity to consent to this decision was not assessed or recorded. Staff approach to people's care did not promote their independence or develop new life skills.

We observed people to experience discomfort and distress and staff demonstrated a lack of insight and understanding to know how to respond to their needs. This resulted in inspectors intervening to source the require support for people. People's wishes and preferences were not always recognised or upheld by staff. This included in relation to the time they got up in the morning and meal choices.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.