Lime House

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 70 (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 kind, respectful and caring.We observed staff engage with people in a friendly and caring manner and their conversations with people were good natured. Staff were attentive to people's needs. People told us, “Carers are kind and caring”, “They [staff] are good and kind” and “All the staff are very helpful.”

People’s privacy and dignity were respected. We observed staff knock on people’s bedroom doors and wait for a response before entering. A staff member told us, “I give them [people] privacy and knock on their doors [before entering].”

The provider treated people as individuals and they took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s individual needs were assessed prior to them moving into the service. People’s cultural, social and religious needs were understood and respected.

Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. People told us staff took time to speak with people and communicated effectively. A person commented,"The staff are lovely, and staff will make time for a chat.”

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

People were not always supported in a way that promoted their wellbeing. We observed some people sitting for long periods with limited opportunities for stimulation and engagement.

However, during the inspection we observed relatives and visitors were able to visit their loved ones throughout the day. A relative commented, “I called in on the off chance last week and I was quietly approaching where they [staff] were assisting [relative] to have lunch. There were 2 staff with [relative] and they had no idea I was there but to hear the way they spoke with [relative] and helped [relative], it was so lovely and genuine, and it made me emotional.”

People’s independence was encouraged where possible. A person told us, “A staff member told us, “When I am getting washed and dressed, I do the parts I can for myself, where I struggle, they [staff] help me with it.”

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff were responsive and attentive to people and their needs. We observed staff responding to call bells and supporting people with their needs throughout the day.

The service supported people to access health and medical care services as and when required. Staff were aware of the people’s health care needs and how to respond to any immediate health care emergencies to minimise the risk of them becoming distressed or unwell, emotionally and/or physically.

People were happy with their care. Comments included, “The care is generally good”, “I like living here, majority of the carers are fine” and “It is nice here. The staff are very helpful.”

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

Staff wellbeing was supported through staff meetings, supervisions and annual appraisals. These meetings gave staff opportunities to discuss own staff development.

Staff spoke positively about the support they received from the registered manager, and they told us they felt supported and valued in their role. Their comments included, “[Registered manager] is very approachable and really helpful”, [Registered manager] very caring, supportive, polite and friendly” and “[Registered manager] is very kind and nice, they are approachable.”