The Lilacs Residential 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.

People spoke positively about the way they were supported by staff. We observed staff supporting people with kindness and compassion. Staff knew people well and we saw staff sitting, chatting and laughing with people.Staff engaged with people in a patient and compassionate way.One person when asked about the staff team said, “They are always very good, we have a laugh.” A healthcare professional we spoke with said, “The whole team at The Lilacs care deeply for the people they look after and work hard to ensure that their needs are met and that they are treated with dignity and respect.”

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.

People's initial and ongoing assessments explored their individual needs and preferences. Where appropriate, people’s relatives or advocates ensured personalised information was shared with the service to aid in care and support being tailored to the person.

Staff ensured care, support and treatment was designed to meet people’s needs and preferences. Staff took the time to understand what was important to people. Observations showed staff knew people and their preferences well and staff tailored their approach individually when communicating with people.

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

Care records were person-centred and people and their relatives had been involved in creating their care plans. We observed staff giving people choices around their day-to-day activities, food and drinks.People felt they had choice and control, and staff supported them when needed.

Visitors to the home were welcomed at any time. There were communal areas available for people and their visitors to spend time together.We observed a number of people’s relatives and friends attend the service on the day of our visit. One person said, “Yes, I have visitors. They can visit any time, more or less. There’s a couple of rooms that can be used and you are allowed out in the garden, it’s quite good like that.”

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 quick to respond to call bells, and requests for support from people.Where people requested support to use the toilet, this was done respectfully and in a way that promoted the person’s dignity. Where people were supported to mobilse with the use of equipment, this was done at the person’s preferred pace and staff provided reassurance throughout.

Daily care records showed staff reacted to people’s immediate needs quickly and appropriately. This included records for daily care and support such as personal care, but also for responding in a timely way when people were observed to be unwell. A healthcare professional told us, “The Lilacs staff escalate concerns appropriately and in a timely way and are always keen to work with the primary care team to ensure their residents are getting the best care.”

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

There were regular supervisions and team meetings to support staff. Staff felt well supported by the management team and no concerns were raised by staff about wellbeing. A staff member told us, “Yes, every month we have supervision, it helps and we get feedback on our performance.”

Staff felt able to raise concerns and described the management as supportive and approachable. Staff spoke of a good team environment where support was available. One said, “The teamwork here is good with everyone so you just need to help each other out sometimes if someone is struggling.”