Lime Tree Gardens

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.

The atmosphere was calm, relaxed and happy. We observed staff interacting with people in a kind and caring manner.For example, we observed staff interacting with a person supported who wanted to go out with his staff member, the staff member was busy but reassured the person that they would go out at in a half hour, the staff member completed their task and then supported the person out.

We also observed a staff member taking a call from a professional in relation to someone’s changing care needs, there was a person supported in the office, the call was paused and the staff member left in order to ensure privacy during the discussion.

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.

The registered manager and staff knew people as individuals and were committed to ensuring people were treated as such. This included in relation to their faith and sexuality. Care plans detailed people’s wishes and preferences and we saw evidence the staff knew and respected these. A staff member said, “We appreciate each other’s cultures and religions. We are very openminded and support people in their chosen preferences including sexual and religious needs.”

People were supported to undertake a wide range of activities in line with their interests and choices.

Care plans we looked at reflected this practice, they were individualised and included peoples wishes.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff sought people’s consent, offered choice, and supported people to do as much as they could and wanted to do for themselves. A person told us, “It’s my choice when I want to go out.” A staff member said, “We have a person who comes to do in house activities weekly, people have the choice to attend these, we ensure people have choice in all aspects of their care and support them with their choices daily.”

The registered manager and staff regularly reviewed people’s records to make sure these remained up to date and current about people’s choices, needs, and preferences for care and support.

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.

For example, the system in place of one staff member who was the shift leader , they were office based and people could knock and ask for things they required for example money to go out, ask for staff to support them to go out for a walk and coffee which we observed on the day of our assessment. This meant that people could ask for support when they needed it and the allocated shift leader has the time to support their needs.

People said their needs were met when needed. A person said, “I really enjoyed going out for a coffee with staff member, it’s nice to have time to talk and they listen to me.”

The management team had systems in place which enabled them to have oversight of all records of care provided to ensure each person received the care they need, when they needed it.

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

Staff were well supported in their roles. They received regular training and supervision to support them in their day-to-day work. They told us managers were approachable, supportive and willing to listen to any concerns they had about their work. A staff member said, “If there is anything we need, we ask the manager and she listens and helps sort it out.”

The provider carried out staff surveys which enabled staff to share their experiences of working for the provider anonymously, the provider made relevant changes to the working environments based on the outcomes.

The registered manager understood the importance of supporting staff with their wellbeing. They told us, “I am always around to support staff, we delegate tasks for example staff members have the choice to chair team meetings to enable to gain confidence in this way, we ensure there is no hierarchy, we all have different skill so work together.”