Linwood

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 Requires Improvement. At this assessment the rating has changed to Good.

This meant people’s needs were met through good organisation and delivery.

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 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.

This was evident in the way staff approached people, the choices they gave them and how they supported them to retain their independence. People said they liked living at the service and people had their own individual routines. One person told us, “I like sitting here (in the lobby) in this chair as I can see the world go by.” Another said, “I love it here very much and I am very happy.”

People’s care plans were comprehensive and covered all aspects of a person’s needs and care requirements. Information recorded included their likes, dislikes, what time they preferred to get up in the morning as well as going to bed.

The staff team was stable and therefore people were known by staff. A relative told us, “I’ve noticed a low turnover of staff which has helped build relationships.”

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.

People were cared for by a consistent staff team who knew the service well as well as the local area. People were encouraged, where they wished to, to go out on external trips, and participate in activities of their choice within the service. This supported people’s integration not only when moving into Linwood, but also into the wider community.

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

People and their relatives were provided with a regular newsletter giving them information about Linwood, what had been happening and up and coming events. In addition, the registered manager had a set up a relative’s social media group which enabled them to share important information quickly and for relatives to be able to contact each other. A relative told us, ”The relative’s (messaging) group is really useful. This is how I knew you were here today.” A second relative said, “They (management) are good at communication.”

At lunchtime, we observed staff supported people to make their own meal choices, either through using show plates or showing them the pictorial menu. This meant people were in control of their own decisions.

No one required an alternative form of communication to be used by staff, although 1 person had a pen and paper in their room where staff could write things down for them on days when they struggled more to understand information.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

When people moved into the service, they and their relatives were provided with a welcome pack. This provided relevant information about the service, together with details on how to make a complaint.

The registered manager told us they had no on-going complaints, but had recently received a concern from a relative which they had addressed and had a meeting arranged as a follow up.

Meetings were held with people to invite their views and feedback and additionally, separate meetings were held for relatives. We reviewed minutes of the last 2 meetings of each and saw that a range of topics were discussed, including the food, activities and the care provided. It was clear from the minutes that both people and relatives were encouraged to give their ideas and views and that these were listened to and suggestions taken forward. This included the introduction of laundry bags for each person which people fed back were working well.

Staff meetings were held regularly with 1 staff member telling us, “We have monthly team meetings and [registered manager] teaches us so much and uses common language so we all understand.”

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

The registered manager had developed good links with external healthcare services which helped ensure people received additional input or treatment when needed. This included the dietician team and speech and language therapy team.

The registered manager had continued to seek GP input following a decision of the local practice to cease their visits. A relative told us, “The only significant challenge we have noted is a lack of consistent support from the local GP services. It is important to note that the Linwood management team has been proactive in trying to address this.” In addition, we read that the registered manager was actively trying to arrange regular dental check-ups for people. In the meantime, when people required either the GP or a dentist, alternative arrangements had been made by staff to ensure this need was met.

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.

The registered manager and staff ensured people were included in all aspects of their care whilst living at Linwood. This included seeking views and ideas around activities or how the service was running. This helped to ensure that people felt fully involved, listened to and their experiences of living at the service were positive.

People were involved in the review of their care plans to help ensure individualised care, the recognition of different needs and equal opportunity.

Where new activities were being arranged, for example, the current, ‘year of culture’ (where different countries and cultures were celebrated) staff were including everyone by asking them about the countries they had visited. Additionally taster sessions had been arranged involving people to help develop the new spring/summer menu.

People were 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.

People were encouraged to give their views on how they would like to be cared for towards the end of their life. We read some people had expressed a wish to be visited by a member of the clergy, whilst others wanted to be surrounded by family. Where people had decided not to be admitted to hospital or not resuscitated in the event of a medical emergency this was recorded. One person told us how well staff had cared for their loved one at the end of their life and how they were made comfortable by staff.