Lynbrook

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

There were processes to ensure people received care and support that met their preferences. For example, 1 person struggled to accept change and anything new. This limited their options and could make them anxious. With the support of staff, family and specialists the person’s care was reviewed and amended. The provider told us the person’s world had expanded, spending more time outside of their bedroom, engaging with staff more and enjoying walks along the beach. The provider told us by email, ‘[Person] is baking and crafting with staff and enjoys fun times with his staff in the lounge. From bedroom to beach is a massive success.’

Staff received suitable training and care plans, and risk assessments were regularly reviewed to ensure people’s needs continued to be met, whilst ensuring people continued to have maximum choice and control over their support. Relatives told us they were kept informed around changes to people’s needs.

People’s staffing levels reflected the support they needed. For example, 1 person received additional staff support each day to enable them to access community-based activities.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff had received specific training around learning disability, autism communication and positive behaviour support for people who may display behaviours of concern. This training could improve staff abilities to better support the needs of individuals with learning disabilities and autism.

Many staff had worked at the service for several years, providing consistency and continuity of care. One staff member had worked with 1 person at a previous location and had moved locations to provide a familiar face and support the person and their new staff team.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Care plans and behaviour plans guided staff on how to communicate effectively with people when they were happy, sad or distressed. One person also had a white board in their bedroom that showed them who was working in their home that day. This reduced the person’s anxiety, allowing them to understand who would be supporting them, without having to ask.

The provider made it easy for people to share feedback and ideas, about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Care plans guided staff on how people communicated. Within these communication plans it stated that people used Makaton as part of how they communicate. Makaton is a language program using speech, signs, and symbols to help people with learning or communication difficulties express themselves and understand others. Not all the staff who worked regularly at Lynbrook had received Makaton training. However, staff told us they were knowledgeable on the signs people used.

People also had information to guide staff on how to recognise, monitor, and manage pain or distress due to them having communication difficulties.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider ensured people accessed other services when required. Records showed people being supported to make and attend routine and emergency appointments. Specialist services such as GP’s visited people in their own home to complete reviews.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Care plans considered people’s protected characteristics and had strategies to support equity in experience and outcomes. Staffing levels, continuity of support and the service car provided people opportunities to have the same choices and experiences as everyone else. These included, visiting the seaside, going on holiday and visiting family regularly.

People were not always supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Two people had relatives to guide staff on their end of life care, should it be required. However, 1 person did not have anyone to make end of life decisions, and no preferred places of care had been discussed. The provider told us they would investigate and plans would be recorded so dignified and timely support would be available when required.

Before moving into their new home, the provider supported people with their transition in a considered and planned manner. One relative told us, “They were very sensitive to [family member’s] needs.”