Limetree House Upper Poppleton

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.

We observed kind and caring interactions from staff throughout the inspection. People were treated with respect and dignity. Family members told us they were happy with the care provided and that staff were kind and caring. One family member said, “They are all caring and compassionate. They know all the residents and are very good with them.” Another said, “They are absolutely lovely. There is a great diversity of staff there. There are the older and younger generations there, and they all bring different qualities and complement each other well.”

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.

Records were in place that showed people’s preferences regarding their care, these also considered any cultural needs, people’s histories and interests. Staff knew people well and used this knowledge to build relationships with them and treat people as individuals. One staff member said, “We learn about the residents and their little ways. It’s lovely to see the residents happy and safe.”

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 supported to have choice and control over their care and make day to day decisions about all aspects of their lives. For example, people chose when to get up, what to eat and how they wanted to spend their time. Staff were respectful of these wishes. Families told us their relatives had choice, 1 person said, “It can be totally up to [relative]. If they want a lazy day in bed, then the staff are happy to let them do so but still look after them well. There are no strict rules, the staff seem to be very liberal.’

Efforts were made to ensure people had enough to keep them occupied and the Activities co-ordinator worked hard to find ways to engage people in tasks. Time was spent to get to know people’s past and interests so this could be built into the activities provision. Options were given to people daily so they could choose what activities they would like to take part in, giving people choice and control over how they spent their time.

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 knew people well and observed them to ensure their needs were met and that they were not in discomfort. Care plans were in place to help guide staff and staff knew when to offer reassurance and support if people became anxious or upset.

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

The registered manager was on site daily to support staff; they monitored the standards of care within the service and worked with people to ensure a good standard. Staff told us they could go to the registered manager at any time and that they worked with staff to accommodate their needs and listened to them. One staff member said, “[Registered manager] is very supportive. Anything I’ve come to her about, she’s sat down with me and chatted it through.”

The provider had support in place for staff which promoted wellbeing, for example counselling was available to staff if needed.