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

People's care needs had been assessed thoroughly, and action was taken in response to any changes. Information in care records was kept up to date and regularly reviewed. People and their relatives were involved in the creation and updating of their care plans. Incidents and accidents were monitored, and action taken to avoid recurrence in a responsive way. People's end of life care wishes had been explored and recorded with sensitivity.

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.

People said they were supported in how they wished to be cared for; their needs, preferences and routines were known and respected. One person said 'Choice is up to me [how I spend my time], I am treated well, not restricted, everyone is friendly'.

Staff and managers knew people well. They were able to tell us about people's needs and how they liked to be cared for. Staff and leaders understood the importance of providing care in an individualised way.

We observed staff had time to spend with people and the care they received was not rushed. Staff provided options to people, such as what they would like to eat and where they would like to have their meals. Where people had developed friendships with other people living at the service, these were respected.

People's care and treatment was well coordinated between the service and healthcare professionals. Where referrals were needed, these were made and followed up appropriately. People spoke positively about how their care was co-ordinated across different services.

The manager understood the importance of building strong relationships with healthcare professionals involved in people's care. They told us they are organised with appointments, referrals and follow up appointments to ensure these were not missed. Staff placed high value on making sure information received from healthcare professionals was recorded and communicated accurately.

We spoke to a visiting GP who was complimentary about the care people receive at Lyles House.

The service had included information within care records in relation to the support people needed to access healthcare professionals. This document also explored whether people would prefer to see healthcare professionals privately. Records were in place to support smooth information sharing in the event of an admission to hospital.

People and their relatives were positive about how information was provided to them. A relative said 'I have been to the resident and relatives meetings, the manager tells me when they are on and I go'. Another relative told us 'The communication is very good'.

Leaders at the service told us how they assess people's communication needs to ensure information can be provided to them in an accessible way. Staff knew how to communicate with and provide information to people effectively.

The provider had an up to date general data protection regulation (GDPR) policy in place. A sample review of care records confirmed people’s communication needs were assessed and planned for. Signage throughout the service supported people to orientate themselves around the building.

People and their relatives told us they felt listened to, and that action was taken in response to their feedback. One person told us ‘The manager comes to me to check everything is okay.’ A family member told us ‘They really do listen, they have spent time getting to know [relatives] likes and dislikes’.

The manager said they involve people as much as possible in their care and treatment. Staff understood the complaints process and told us how the management team discussed any complaints with them in staff meetings.

People and visitors had access to the provider’s complaints policy. The manager had implemented a comments post-box for people to share small concerns, which offered a less formal way for people to be listened to. Meetings were held with people and their relatives however would benefit from being more frequent.

People were able to access care, treatment and support when they needed to and without delay. We observed staff to promote people’s rights to access medical treatment when health professionals visited the home. Consideration had been given to people's needs and preferences when they had healthcare consultations. People and their relatives spoke positively about being able to quickly and regularly access healthcare services via the staff team at Lyles House.

Staff confirmed people had equal access to all areas of the service. This included the well maintained garden. Staff were aware of people’s needs, including their protected characteristics.

We observed health professionals were provided with the necessary information and support from staff so people could access care, treatment and support when they needed to and in a way that worked for them. A visiting GP gave positive feedback about the strong relationship they had with Lyles House.

People's care records were kept up to date, and took people's protected characteristics into consideration. We saw that were alterations or adaptions were needed, such as specialist equipment or mobility aids being installed, these were accommodated.

People and their relatives told us they would have no hesitation in raising concerns, and felt confident action would be taken in response. Everyone we spoke with told us they did not feel restricted in anyway, and their wishes were respected.

The manager understood their responsibilities around ensuring equity in people's experience and outcomes. We observed staff and managers to offer the same opportunities regardless of people's abilities.

Staff and managers had completed mandatory training courses that safeguarded people and their protected characteristics. Protected characteristics are specific attributes safeguarded against discrimination under the Equality Act 2010. These include age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

People's wishes, included those as they near the end of their lives, had been discussed and reviewed regularly. Where people did not wish to discuss their end of life wishes, this was respected and noted within care records.

Staff and leaders had undertaken training to be able to support people and their relatives appropriately as they near the end of their life. The manager was knowledgable about when they may contact external professionals, such as a GP or community nursing teams. The manager had undertaken sensitive discussions with people with empathy and kindness.

People's wishes regarding the care they wanted to receive at the end of their life was discussed prior to admission. These conversations had been documented sensitively. Where people did not wish to contribute at the time, these were scheduled to be reviewed in the future. The process for capturing people's wishes and plans for the future was robust.