Lyles House

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Equity in experiences and outcomes: People's care experiences were not individually tailored to reflect preferences and choices, for example the time people were supported to get up in the morning, as this related to staff availability. We were concerned that feedback from people living with dementia, or unable to verbally express their wishes was not being sought.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People did not receive information in accessible formats to aid understanding, involvement and choice. There was a lack of signage throughout the service to support people to independently orientate themselves within their living environment. This was particularly impactful for people living with dementia and sensory impairments.

People had been invited to 1 meeting to discuss food quality within the service in the last 3 months. The provider was unable to demonstrate people were regularly involved and consulted with on the running of the service or offered an opportunity to raise concerns. Whilst there was a comments box available for people to use as a means of giving confidential feedback, we were told the interim manager did not hold the key to access the content of the box. Where people had raised complaints, which were recorded on the provider's complaints log, this did not evidence action taken in response. The main themes of complaints raised by people related to commodes not being emptied and cleaned and their breakfast arriving late. The log ended in August 2023, so we were not assured the provider was encouraging complaints and feedback from people and their relatives.

People were not able to access timely care and support to meet their assessed needs and risks. People were not offered food choices and snacks to increase calorie intake when assessed to be at risk of losing weight. People were not supported to access urgent medical care following incidents such as falls. People told us they were not receiving their medicines as prescribed to manage their long-term health care needs. People were not supported to attend pre-arranged appointments, including where healthcare professionals had pre-arranged to visit the service.

People experienced poor care outcomes as they were not able to access timely care and support to meet their assessed needs and risks. Peoples record showed a number of them were losing weight, we identified people were not offered food choices and snacks to increase their calorie intake and support their overall health and wellbeing. People's individual risks and care needs were not being reviewed, to ensure changes in need were being escalated to the GP or to external health and social care professionals to maximise their levels of independence. People's medicines were not consistently administered as prescribed, this impacted on the management of their long-term health care needs.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.