Official Public Statement on Recent CQC Inspection and Improvement Actions
At The Flame Lily Healthcare and Complex Care, the safety, dignity, and wellbeing of the people we support is our highest priority. We recognise the importance of transparency and accountability and therefore wish to provide a clear update following the recent Care Quality Commission (CQC) inspection and subsequent public commentary.
What the Inspection Found
The CQC inspection identified areas where aspects of our documentation, governance processes, and quality assurance systems did not consistently meet the required regulatory standards at the time of inspection. These findings resulted in regulatory notices being issued.
Importantly, the inspection found no evidence of harm to people we support, no safeguarding concerns, and no medication errors. Feedback from people using our services and their families continued to highlight compassionate care, respectful staff, and positive day-to-day support.
Our Response and Immediate Actions
We took the inspection findings seriously and acted immediately. Since the inspection, we have implemented a comprehensive and robust improvement programme, including:
Full review and strengthening of care plans, risk assessments, and consent documentation
Introduction of enhanced clinical governance and audit frameworks
Implementation of pharmacy-issued MAR charts and strengthened medicines oversight
Mandatory refresher training for staff, with enhanced supervision and competency checks
Clear leadership accountability and improved internal reporting structures
Deployment and activation of digital care and quality monitoring systems
Increased frequency of management audits and external quality assurance reviews
All actions have been documented, evidenced, and shared with the CQC as part of our ongoing regulatory engagement.
What Has Changed
As a result of these actions:
Documentation compliance has significantly improved
Oversight and governance arrangements are stronger and more consistent
Staff training, supervision, and accountability have been enhanced
Quality assurance is now proactively monitored rather than reactively reviewed
We are confident that these improvements strengthen the safety, consistency, and quality of care we provide.
Our Commitment to Transparency and Continuous Improvement
We fully accept the findings of the CQC and view this process as an opportunity for learning and improvement. We remain committed to working openly with regulators, commissioners, families, and partners.
To ensure transparency, we will continue to:
Maintain clear improvement action plans
Monitor progress through regular audits
Share updates with regulators and stakeholders as required
Embed a culture of continuous improvement across all services
Reassurance to People We Support and Their Families
We understand that regulatory reports and media coverage can cause concern. We want to reassure everyone that the people we support remain safe, cared for with dignity, and at the centre of everything we do. Our teams continue to deliver compassionate, person-centred care every day.
If you have any questions or would like further information, please contact us: