Lilyrose Care is located in Stoke-on-Trent, Staffordshirefordshire. It is domiciliary care agency which provides support to people in their own homes. It supports older people; people with mental health difficulties; people with learning disabilities and autistic spectrum disorders; and people living with dementia. On the day of our inspection, there were 10 people using the service.

There was a registered manager at this service, who was also the registered provider. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered providers and registered managers 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.

People were involved in discussions about the individual risks associated with their care needs. People were supported to take positive risks, and ways were found to help people safely take these risks.

The registered manager understood the importance of the Human Rights Act in relation to people's care, and ensured this Act was embedded in their practice.

People benefited from a reliable and consistent staff team. People were not rushed on their calls, and their calls were not missed.People received the support they needed to safely take their medicines.

People's health was promoted, with staff working alongside a range of health professionals. Staff had the bespoke training they needed to effectively care for people and meet their needs.

People received the support they needed with their meals and drinks.

People enjoyed caring and comfortable relationships with staff. People were treated with respect, and their dignity was maintained, The registered manager advocated on behalf of the people using their service and made sure their voices were heard by the local commissioners.

There was a flexible approach to people's care, which took into account people's preferences and wishes. Staff knew people well as individuals, and people's care plans were reflective of their current needs. People's changing needs were responded to.

There was a system in place for capturing and acting upon complaints and feedback. Where feedback had been received, this was acted upon.

People were supported by a positive and enthusiastic staff team. There was a commitment to provide personalised care to people, and for the registered manager to know everyone the service supported.

The quality of care provided to people was routinely monitored to ensure high standards were maintained.