Lime Tree Gardens

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 good. At this assessment the rating has remained 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.

People’s aspirations were identified and respected. Care plans detailed people’s likes and dislikes, things that were important to them and what staff needed to know to keep them safe from avoidable harm.

People had access to events and activities such as going to the local community centre to attend various classes. The provider had a number of activities in house arranged for the week, we saw interactive adverts for karaoke and on the day of our visits people were observed to be enjoying bingo in the dining area.

We witnessed staff delivering person-centred support that met people’s needs. People appeared happy to engage with the staff, chatting about their plans for the day. On the day of our assessment people were busy going out and enjoying the nice weather. Where people needed support form staff to go out this was supported by staff who were happy to support this.

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 benefitted from a stable, experienced staff team who knew them well. Staff worked well together to provide continuity of care and integrated advice from health care professionals. Staff shared information at handovers about any changes in people’s needs, so everyone was kept well informed.

The onsite clinical team meant that people’s needs and any changes were dealt with promptly with a team who they knew well and understood their changing needs.

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

Care plans included information about people’s specific communication needs.

Relatives told us that communication from the home was good and they were kept informed. One relative told us, “They listen to our concerns and support us.”

Information was readily available and provided through meetings and handovers. Information could also be provided in different formats where needed.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Systems were in place for listening to and involving people. The provider had a complaints procedure resident’s meetings were held. Minutes showed these included discussions around activities, menus.

The provider carried out customer satisfaction surveys which included all areas of peoples support and care needs and included where and how improvements would be made following these surveys.

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

The registered manager and the staff team worked collaboratively with the onsite clinical team, this ensured people’s needs were met promptly, people had access to this service and knew they could seek support at any time, this meant that relevant referrals were made promptly in people’s best interest.

Care plans were regularly reviewed to identify any changes in a person’s care needs so the appropriate support could be found if needed. This included making appropriate referrals to external professionals as needed.

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.

People were involved and supported by staff to be included and have the same opportunity as others to receive the care and support of their choice. Staff had received equality and diversity training and understood people had a right to be treated equally and fairly, and to receive care and support that met their specific needs. A staff member said, “We treat everyone as an individual and support them in whatever way they want to live their life.”

People’s records contained information about their individual needs including those related to their protected characteristics. These are categories protected by law from discrimination. People’s care and support had been planned to ensure these needs could be met. People’s specific dietary needs were met, and their religious and cultural beliefs were respected.

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.

Where they wanted, people had discussed their preferences about their end-of-life care with staff.

Support plans we saw around peoples end of life wishes were detailed and had peoples wishes in detail to ensure their needs would be met in a supportive and meaningful way.

Care plans included end of life care plans. There was a record of any Do Not Attempt Cardiopulmonary Resuscitation (DNACPR).