Lyndhurst Residential 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 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. Staff treated colleagues from other organisations with kindness and respect. Staff were observed speaking gently and respectfully to residents, and people told us they felt cared for. One person said, “The staff are lovely and nice with me.” Another commented, “The staff are very kind here, they don’t rush me.” Staff supported people’s emotional wellbeing and maintained a calm and friendly atmosphere. We saw staff offering reassurance and engaging in meaningful conversations. People’s privacy was respected, and staff were mindful of maintaining dignity during personal care.

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 knew people well and provided care that reflected their preferences and routines. People were encouraged to maintain their independence and make choices about their daily lives. One person told us, “I go out when I want to, I speak many languages so I can say a few words to the staff of different nationalities.” Staff were aware of cultural and religious needs, and people were supported to maintain relationships and routines that mattered to them. Care plans included personal details, and staff were able to describe to us how they tailored support to each individual.

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 able to personalise their rooms and routines, and staff supported them to access the community where possible. We saw evidence of people choosing their meals and activities, and staff responded to individual preferences.

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 responded promptly to people’s needs and were visible throughout the home. During our visit, we observed staff assisting people with mobility, meals, and personal care in a timely manner. One person said, “They take me to the toilet, the food is okay.” Staff were attentive and checked in with people regularly. Call bells were answered quickly, and people told us they felt supported. Staff were aware of people’s health conditions and responded appropriately to changes. We saw examples of staff adjusting support based on people’s mood and comfort.

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 felt supported and valued. They described a positive working environment and said the manager was approachable. One staff member said, “The [registered] manager is lovely, training is good.” Another commented, “I feel well supported, everyone is safe.” Staff had access to training and development opportunities, and there was a culture of teamwork and mutual respect. Staff wellbeing was considered, and workloads were manageable. The provider had systems in place to support staff, and there was evidence of regular supervision and feedback.