Link House

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.

Relatives told us staff looked after their family members well. A relative said, “[Family member] likes them all (staff). I go by what [family member] says and she’s a happy bunny and in her own little world there.” Another relative told us, “The people that look after my daughter are nice people and they look after her well.”

Managers undertook regular spot checks on staff to seek assurances that people were treated with kindness and compassion by staff at all times. The registered manager told us, “We go in as managers to talk to people, as well as to give people an opportunity to talk about any issues and how they feel about the support they get from staff.”

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 how to treat people as individuals and provide care and support in line with their needs and preferences. A staff member told us, “Before every visit I read the digital care plan to understand (people’s) current needs and goals.”

Managers now undertook regular assessments, monitoring and reviews of people’s care and support needs, to make sure care plans reflected people’s individual needs and preferences. People’s care plans were current and informed staff how people’s needs and preferences should be met when providing people with care and support.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People had choice and control over how their care and support was provided. Their care records informed staff to seek people’s consent, offer choice, and support people to do as much as they could and wanted to do for themselves. The team leader told us, “We make sure that people are given choice about how they would like to be supported and then we put in care and support that meets their needs.” A staff member said, “We always ensure that everything is done according to our service users' preferences, as this is their life, and their care should reflect their choices. They make their own decisions regarding daily routines, such as what time they would like to wake up, what they want to eat, what to wear, and which activities they wish to engage in throughout the day. We support and respect their wishes at all times.” Managers reviewed people’s records regularly to make sure these remained up to date and current about people’s choices for their care and support needs.

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.

Relatives told us staff responded in an appropriate way to address people’s concerns if they had these. A relative said, “[Family member] would tell me if she wasn’t happy as we are very close to each other. If we weren’t happy with something we could tell them and they would change things.” Managers told us, because staff worked closely with people, they were quick to pick up any issues or concerns people may have, so these could be addressed promptly.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff felt well supported by managers. A staff member told us, “Our manager is always available 24/7 whenever needed, regardless of the time. They consistently respond promptly to any concerns or questions. Whether you need to raise an issue or seek clarification on something, they are quick to offer support. They also check in regularly and are always open to feedback, fostering a supportive and responsive environment.”

Staff had access to an employee assistance programme which they could contact at any time for confidential advice about personal or work issues that may be impacting their work performance and wellbeing. Managers used supervision, to identify and deliver the support staff needed to help them undertake their roles effectively.