The inspection took place on 28 October 2016 and was announced. We gave the service 48 hours’ notice of the inspection because the manager is often out of the office supporting staff or providing care and we needed to be sure that they would be available. This was the first inspection of this service since it registered with us in May 2015.

Lily Healthcare Limited is registered to provide personal care services to adults in their own homes. On the day of the inspection one person was in receipt of a service. There was a registered manager in post who was also the provider. 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.

Care staff were knowledgeable about how to keep the person safe and recognize the different forms of abuse and the action to take. Care staff were supported to ensure they had the skills and knowledge to meet people’s needs.

The provider ensured the Mental Capacity Act (2005) was being adhered to. Care staff had received the appropriate training so they would know how not to restrict people who lacked capacity. The person’s consent was sought before they were supported.

The service was delivered in a way that enabled people to make decisions on how they were supported along with their wishes being acknowledged. People’s dignity, privacy and independence was respected.

The support provided was as requested and the provider had a complaints procedure in place so complaints could be raised.

The provider did not keep sufficient records in the office to show how the service was being managed. Where an accident took place there was no system for recording these or monitoring them for trends.

The provider had a system in place so people’s views could be gathered on the service they received.