Green Lanes Projects

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.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity.

We observed kind and respectful interactions between people and staff. People appeared well presented and appropriately dressed. They spoke positively about how staff treated them. During a conversation with a person, they commented, “Oh, she’s lovely”, as a member of staff walked by. The person described staff as “beautiful”, “helpful”, “caring” and “respectful”. A relative told us, “They [staff] are so lovely, all of them.”

The provider treated people as individuals and made sure their care and support met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff knew what mattered to people, their routines and the best ways to support them. They achieved this by interacting with people and their relatives regularly through structured meetings and informal catch-ups. They learned about people’s developing needs and adapted their approach to provide care and support accordingly. Where people had religious or cultural requirements or interests, for example regarding food and prayer, staff ensured these needs were met.

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

We observed staff engaging with people by checking their preferences, offering choices, and supporting them to maintain independence and control over their daily lives. Staff were led by people during interactions and the provision of care. Where possible, people went and helped themselves with snacks and drinks. A person told us they could go to bed whenever they wished.

People engaged in a range of indoor and outdoor activities and were able to have visitors without restriction. We observed a person playing word games with a staff member. Staff accompanied people out regularly to different places. A person told us, “Went to church on Sunday.” Staff also supported people to go on holidays and day trips. People spoke passionately about the holidays they had been on and the ones they were actively planning, indicating their involvement in decision-making. Another person said they went to Southend recently and often went to the café. This indicated people remained socially engaged.

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 were familiar with people’s needs, behaviours and preferences. They recognised changes in people’s circumstances and responded promptly by providing the appropriate care and support or escalating concerns to other professionals. For example, staff noticed a person had coughing episodes when eating and quickly reported their observations to the speech and language therapist, who conducted an assessment and advised changes to the person’s diet. People had Positive Behaviour Support plans, instructing staff what to monitor in people’s presentation and the most effective ways to respond. Staff recorded incidents and near misses in formats that allowed them to monitor patterns and identify causes more easily. A relative told us, “With [person], you have to be one step ahead all the time and the staff seem to know that.”

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

Staff told us they felt supported in their roles, including having access to learning opportunities to develop their skills. A staff member told us, “I’ve always wanted to do the Level 4 diploma [in Health and Social Care] and [registered manager] immediately put me through it. The company has been very supportive. They consider my personal circumstances.” They also said they felt supported in “every way”.