LlyonHealth

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

People’s needs were assessed before they started to receive support. Clear routines and tasks for each call were identified. The aim of the support, for example to remain as independent as possible, were identified. Staff supported people with their nutritional needs where this was identified in the support plan. Staff would also support people with medical needs if required. Staff explained how they obtained people’s consent before providing care and encouraged them to complete tasks for themselves where possible to maintain their independence. However, a local authority told us the service did not always provide them with information they had requested in a timely way.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and relatives said they had been involved in agreeing the support they needed. One person said, “I’ve been involved in agreeing my care right from the start.”

Staff told us that they had information about people’s needs and how to support them and this information was readily accessible. Staff said they were given information about the support needs of new people to the service before they made their first call with them. One member of staff said, “For new clients the care coordinator contacts me and explains what do on the call. We can see the daily routines and client details in the care plans on our phones.”

Processes were in place to assess people’s needs prior to admission to the service and risk assessments and care plans were reviewed regularly.

People and relatives said the staff completed all the agreed tasks and met their needs. We saw one family had asked for staff to provide more alternatives as the person would always choose the same food if asked an open question. The care coordinator said they had supported staff to make sure they offered different choices to the person, so they had more variety in their meals.

Staff said they would ask people what they wanted to eat or drink and then make it for them. Most meals were ready meals due to the time allocated to each call.

Support plans identified where staff were to support people by providing food and / or a drink.

People said staff worked well together as a team.

Staff said they worked well together as a team.

The local authority said they had not always received information they had requested in a timely way. They also had concerns that Llyon Health did not use the local authority procedures where people needed additional support hours and had submitted invoices for some calls that had not been completed. Where people were paying for their own care, this meant they were paying for support they had not received. This was currently being investigated by the local authority. We were told the invoicing system had now been changed to resolve this issue going forward. The registered manager had raised this issue themselves with the inspector during the assessment.

The service worked with people, their relatives where appropriate and other professionals to assess needs and used information obtained to develop initial risk assessments and care plans. However, local authority procedures were not always followed where people’s needs and support hours changed.

People were supported to attend medical appointments where this was part of their agreed support. People were also supported to maintain as much independence as they could.

Staff said they reported to the office if anyone they were supporting was unwell. They would contact people’s relatives if appropriate and support them to make and attend GP appointments if needed. Staff said they supported people when they had home visits from other professionals, for example district nurses.

Support people needed to manage their health was recorded in the care and support plans.

People and relatives felt their family member was well treated by kind and caring staff. One person said, “The staff are learning and engaging with me, which I really appreciate.”

Staff told us how they prompted and encouraged people to be involved in their own care and support where possible to maintain their independence.

Care plans identified people’s aims whilst receiving support, for example to maintain their independence as much as possible. The tasks where people needed support were identified for each call.

People told us they had been involved in agreeing and reviewing their care and support.

Staff explained how they obtained people’s consent for the support provided.

Care plans contained information about consent and how people communicated their consent to the support offered. Not all care plans had been signed by the person to show they had been involved in agreeing their support needs.