Lindly House Care 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 as good.

This meant people felt well-supported, cared for or treated with dignity and respect.

This service scored 65 (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. Staff treated colleagues from other organisations with kindness and respect.

People we spoke with told us and we observed people were treated with dignity and respect at Lindly House. One person told us, “It felt really strange here at first, but the girls (carers) were really nice and helped me settle”. Another person told us, “It’s lovely here, all the carers are lovely and all my friends I have met here”.

We observed people’s care and saw that people were supported in a kind and caring manner.

The provider did not always treat people as individuals and make sure people’s care, support and treatment met people’s needs and preferences. While there was some recognition of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics, this was not always reflected in practice. For example, 2 people were sharing a bedroom, and there was no evidence that this arrangement had been reviewed to ensure it remained appropriate for their individual needs, dignity and privacy. This indicated that, at times, opportunities to further personalise care and living arrangements had not been explored.

One person had a sensory impairment. No consideration had been given to this in the adaption of the service and surroundings to meet this person’s individual needs.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

For one person with a sensory impairment, there were limited arrangements in place to support them to maintain and develop their independence. In particular, appropriate communication approaches and supportive adjustments had not been clearly identified or implemented. This meant that, at times, the person was more dependent on others than necessary, reducing opportunities for them to exercise choice and control in their day‑to‑day care.

Other people were offered the opportunity to be as independent as they could be. A member of staff told us, “We try and help people be independent, one person likes to help by folding the towels”.

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. Staff were attentive and gave reassurance when required, taking time to listen to people and respond to their needs. Support was provided respectfully and in a way that helped people feel listened to and supported.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff told us they enjoyed working at Lindly House and explained how the provider and the registered manager were approachable. One member of staff shared how the registered manager had supported them during a challenging period in their personal life and said that working at Lindly House had been a positive and supportive experience for them. This helped staff feel valued and supported in their roles.