Lizor Care

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We reviewed all 7 of the quality statements for this key question.

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.

Staff were aware of the provider values and aims and told us they felt valued working at the service. Staff told us since the last inspection in October 2023 they had been more involved in making the improvements needed. The new manager had encouraged them to develop their skills and knowledge so all of them could identify ways to improve. The manager told us, “Staff understand the values and the goals of the service, this is why I think they are invested.”

The provider values and standards of care were outlined in a ‘staff handbook’ which all staff had when they started work. Staff attended regular team meetings to discuss care delivery. The manager told us they tried to make meetings fun and used games and quizzes to encourage staff to think about what they did and how they should work. The service aimed to provide consistently good care which all the staff were committed to try and do.

A new manager had been employed since our last inspection in October 2023. Staff told us they found the new manager to be approachable and supportive. One member of staff told us, “[Manager] is amazing, very supportive and approachable. She is always willing to teach you what you might not know.”

The new manager had introduced systems to support the staff. This included regular supervisions, spot checks and meetings. Staff told us the manager promoted openness and honesty. The manager told us they felt supported by the provider and had the support they needed to be effective in their role.

Staff were aware of whistleblowing procedures and knew how to share any concerns. The manager told us, “We have done a lot of work in group training sessions explaining whistleblowing. We have told staff about the resources available, and we reinforce this in supervisions. We make sure staff know there is a whistleblowing process and encourage understanding of raising concerns.”

The provider had a whistleblowing policy and told us staff had telephone numbers of people to contact if they wanted to raise any concerns. There was a complaints policy for people to use if they wanted to raise any concerns.

The service employed a diverse team of staff. Many had joined the service from overseas. Staff told us they had been made to feel welcome and had support to adjust to life in a new country. One member of staff told us, “Colleagues and management are helpful. We have a positive work environment and I feel valued. This helps me to deliver the best care possible. Everyone made me feel welcome in this country, I went to the office for my induction, it was so welcoming.”

The provider had policies for equality, diversity and inclusion which staff had to sign to state they had read them. The manager was appreciative of the workforce and told us they wanted to provide an inclusive and fair culture for all staff. They had carried out group training sessions so all the staff could get to know each other and spend time learning about each other’s skills. Management recognised staff needed different levels of support depending on communication skills. Support for staff was provided in different ways depending on staff needs. In addition to the group training sessions, there were also 1-1 sessions available and practical sessions and assessments. The manager told us they wanted to make sure there were no barriers to learning.

The manager told us when they started working at the service, they had reviewed all systems and made a plan to get all areas to a good standard. The manager said, “There were gaps in what was assessed and what was happening. I wanted to make sure care was meeting people’s needs.” The manager told us the work needed to make improvements had been hard. They said, “It has been really hard, but the whole team have taken things on board. Every member of the team has had input, everyone was invested in the improvements.”

At our last inspection in October 2023, we found systems to assess, monitor and improve the quality and safety of the service were not effective. Following that inspection, we met with the provider to review their action plan. In addition, the provider also worked with the quality team at the local authority to improve records and implement more effective systems. During this assessment we found the provider had put systems in place which helped them identify where improvements were needed. Actions were taken to address shortfalls and we found this action was consistent. For example, office staff were carrying out daily checks of people’s care notes to identify any shortfalls. This meant action could be implemented in a timely manner.

People told us they received ongoing support from staff to contact various external health and social care professionals who they needed to see.

Staff and leaders were open and transparent, and they collaborated with all relevant external stakeholders and agencies to meet people's needs. This meant that people received joined-up care.

Feedback from professionals we received was positive about how staff and management have worked with them to meet people’s needs.

Systems enabled the service to developed good links with the local community and work in partnership with other agencies to meet people’s needs.

The manager was keen to work with external stakeholders to make improvements to the service and provide a good standard of care. They told us they were open to any feedback professionals had about the service or ideas for new ways of working. The manager told us how they were continually improving the service and had plans to develop further.

A records system had been introduced which all staff had access to. This enabled staff to review and change records in a timely way and share current data with professionals involved with the service.