This inspection took place on 26 and 27 January 2017. The inspection was announced.

Lillyfields Care provides personal care services to people in their own homes. At the time of our inspection there were 85 people receiving care and support from the service. They were supported by 35 care workers, a care support manager, a care co-ordinator, two senior care workers and a registered manager.

A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The provider had procedures in place to identify and assess risks to people’s health and wellbeing. However, once identified the procedures in place to mitigate and manage these risks were not always reflected in their records. This area for improvement had already been identified by the management team and was being addressed.

There were enough staff to support people safely according to their needs. Recruitment procedures were in place to make sure staff were suitable to work in a care setting. Procedures and processes were in place to make sure medicines were handled safely. Staff demonstrated good knowledge of how to identify the signs of abuse and the risks of avoidable harm. The provider had suitable processes in place if staff needed to report any such concerns.

Staff received regular training, supervision and appraisal which supported them to acquire and maintain the necessary skills and knowledge to support people according to their needs. People told us they were asked for their consent before care or treatment was provided. The service followed the principles of the Mental Capacity Act (MCA) 2005 in everyday practice. People were supported to access health and social care professionals when required.

People told us that staff were kind and caring and staff were able to develop caring relationships with people. Staff respected people’s privacy and dignity when supporting them with their personal care. People were encouraged by staff to maintain their independence where possible.

The provider’s assessments, care planning and reporting systems resulted in people receiving care and support that met their needs and was delivered according to their preferences and wishes. People knew how to make a complaint if they had any concerns. Complaints were logged, investigated and followed up in a timely manner.

People and their care workers described an open, supportive and caring culture. This was maintained by effective management systems and procedures to monitor and improve the quality of service provided. Staff felt able to go to the management team with any concerns and felt they would be listened to with effective action taken. The management team provided a transparent and inclusive leadership for the service.