The Lilacs Residential Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. We observed people were happy in the company of staff with an ease of interaction between them. People responded positively to staff having conversations and joking together. Staff knew people well and we observed staff took time to listen to people and understand how they wished to be supported. One person told us, “The staff are all very good.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff understood people’s individual needs and preferences and reflected this in their care and support. Staff were able to demonstrate how well they knew people and what they liked to do as individuals to enhance their wellbeing and independence. Staff respected people’s choices and supported them to follow the routines they wished to follow.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were enabled to keep as much independence as possible, using walking aids, adapted cutlery and by staff listening to their wishes. For example, there were no set routines or restrictions in place, people chose how they wished to spend their time and what their daily routines were. Care plans reflected people’s choice and gave guidance to staff how to support these.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. We observed staff were responsive to people’s needs and that there were enough staff on duty that meant people did not have to wait to be supported. Care plans clearly explained to staff how to respond if a person became distressed and what they could do to distract them from their distress whilst offering support.
The registered manager gained feedback from people during meetings and with the use of survey’s and responded to these directly.
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they were happy working at the service and felt well supported by the provider and registered manager. One member of staff said, “The manager is very supportive, when you talk to them, they listen and try and make everything comfortable.”