Lyons Court Care 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 service 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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. People and relative’s comments included, “The staff are patient and calm”, “This is a very quiet place, [Name] has lots of freedom”, “I enjoy the company, cracking staff, nice people”, “Everyone talks to everyone” ,”I trust the staff they listen” and “Staff are kind, they come and help you.” Staff treated colleagues from other organisations with kindness and respect. Health care professionals’ comments included, “We feel we have an established relationship with staff members and work well with staff and the manager” and “I find the majority of the staff very friendly and welcoming too.”

Staff 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.A person commented, “Everyone knows me, and what I like.” A relative told us, “Staff are getting to know [Name]. It takes a long time to get to know [Name], and for [Name] to trust staff.” Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs.

Staff at the service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and well-being.People's independence was promoted, and they chose how they spent their time. A person told us, “Staff get me to use my walker.” A relative commented, Staff encourage [Name].” There was a programme of activities and entertainment. However, we observed people sat asleep or unoccupied and did not have the opportunity to be stimulated or take part in activities, if they wished. We received mixed feedback about the activities and entertainment. Peoples’ and relatives’ comments included, “There are more activities needed”, “I don’t do a lot”, “[Name] has never been on a trip out from here", “There are not many activities. I once did a bit of painting”, “We have regular bingo sessions” and “The children from the school will make people something for Easter.” We discussed our observations and the feedback with the registered manager who told us it would be addressed.”

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.Staff listened to and understood people’s needs, views and wishes. Staff worked calmly and responded to people promptly. Peoples’ and relatives’ comments included, “On the whole [Name] does not wait for staff support” and “I do not wait long if I use the buzzer.”

The provider cared about and promoted the well-being of their staff and supported and enabled staff to always deliver person-centred care.Staff had access to policies relating to promoting and ensuring their well-being. Staff told us they felt valued and supported by the management team. They all commented they were encouraged to voice their opinions, ideas and suggestions. Their comments included, “I love coming to work” and “I enjoy work.”