Lynbrook

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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We observed patient and dignified interactions during our inspection. People had guidelines showing how they presented when happy and when distressed. This allowed staff to tailor their interactions, to listen and offer compassionate support.

People’s right to privacy and independence were promoted. For example, window film had been applied to bedroom windows to protect their privacy. Staff also respected people’s right to spend time alone without continued oversight.

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.

Care plans included people’s personal histories, routines, likes, dislikes, what makes them happy or sad and what could distress them. Staff understood how to promote positive outcomes for people and respected their views and opinions. For example, if people had preferences on which staff supported them, their views were accommodated.

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

People were supported with choices and could chose to have their care at different times of the day, for example, they could choose when to get out of bed, when to bathe and where to have their meals.

The provider had supplied a car to increase people’s opportunities to participate in activities. The management team had assessed people’s risks to ensure they had opportunities to engage activities in their home and in the local community.

People were supported to maintain relationships with their families. There were no restrictions on when families could visit, and 1 person was supported to visit their family regularly.

Behaviour support plans recorded communication preferences and essential information to reduce the likelihood of someone having a difficult day.

The provider listened to and understood people’s needs, views and wishes.

There was continuity of support allowing staff to recognise different ways in which each person communicated discomfort, pain or distress, including both verbal and non-verbal cues. Staff knew how to respond in the most appropriate way to minimise any discomfort, concern or distress.

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

The provider promoted a culture in which speaking up was encouraged, helping ensure concerns were addressed quickly. Staff told us they felt valued, were listened to and had access to support if they needed it. The provider had national employee appreciation day and employee of the month schemes which celebrated staff who had made a difference to people they supported. The employee of the month winner received a financial gift as a reward.