Lindisfarne Birtley

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 service involved people andtreated them with compassion, kindness, dignity and respect. At the last inspection we rated this key question good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. A person said, “They treat me like family, always chatty and wanting to do their best.” A relative said, “I can’t praise them enough, they have really made this a lovely place. [Person’s name] is so happy there it make me feel at ease as I know they are okay.”

Staff treated people as individuals and made sure the care, support and treatment offered met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff had created a real sense of community within the home and valued everyone’s opinions. Staff had followed best practice around dementia care, which had led to people retaining their communication skills and social façade. People were really engaged in the life with the community. One person said, “Everything is done at our pace and staff always check we are okay.”

Staff promoted people’s independence. They made sure people knew their rights and had choice and control over their own care, treatment and wellbeing. The service was vibrant and very much full of life, with people encouraged to participant in the running of the home. People confirmed any changes to the ways staff supported them were discussed and agreed. People continued to have rich experiences and were engaged in meaningful activities. People were delighted to show us the artwork they created and discussing their role within the home. A person said, “The activities staff are fantastic and always coming up with new things for us to have a go at.”

Staff 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. Overall, staff were very knowledgeable about each person using the service and could describe their needs, including how any of their cultural needs were met. A staff member said, “We keep a close eye on people and if there are any changes in their health we make sure this is followed up.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff confirmed that the management team supported their wellbeing to make sure they could give their best to people when at work. Staff described how their work was routinely praised and recognised within the home.