Lindau Residential 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 provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment of this key question 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.

People told us staff were kind, friendly and approachable. Comments included, “The staff are very, very kind and compassionate, so good. I observe it when they are with other people as well. They are very respectful. They knock on my bedroom door if it is closed”; “Everybody here is so kind and helpful. If things aren’t going so well, they just look after you. They treat us like people” and “The staff are very professional, they feel like family. I would like to thank them all very much.”

We observed a number of positive interactions throughout the assessment. Staff had an open, friendly rapport with people and staff knew people very well. Care provided was person centred, people were treated with respect and were supported to spend their time how they chose. When people became anxious or upset staff responded promptly, such as offering distraction or a change of environment.

Relatives were very positive about the staff and the way they treated their loved ones. They described staff as caring, kind, attentive and patient. Staff respected people’s privacy, treated people with dignity and respect and always asked for consent to care. Comments included, “The staff are kind, considerate and respectful. Nothing is too much trouble for them. There is nothing we can fault them for here” and “The staff are lovely. They are terrific, kind and caring and loving towards her.”

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.

They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. We observed staff respecting people’s choices and treating people as individuals. For example, calling people by their preferred names. A staff member said, “Some people like to be called a different name to what was on their birth certificate and we respect that.”

People’s cultural and religious needs were documented in care plans, and people were supported to have visits from religious ministers/clergy if this was their wish. A staff member told us, “We have Christian and Catholic residents who attend services at the home and a prayer group. [Person] has a prayer mat and a copy of the Koran and is supported by a Muslim member of night staff with this, you can see he is happy doing it.” A person said, “I normally go to church on a Sunday. Someone from church picks me up. It is the same church I went to when I lived at home.”

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

Some people went out with their families or friends and people who were able to were able to go out independently. A person said, “I go to [place] in Rye. I have gone for years. Someone picks me up.” Another person told us, “I walk down to the shop every day to pick up a newspaper. My mobility since my hip replacement in July has improved a lot since I moved here.”

We observed people and their relatives utilising the communal spaces within the service. There was a large well-maintained garden and people told us when the weather was nice, they spent time out there. There was a varied choice of activities available for people. The activities schedule on display showed various events such as, exercises, bingo, tuck shop (a staff member wheeled a mobile tuck shop around and people were able to purchase sweets and treats) movie afternoons, card games, external singers/performers, singalongs, music and movement and target games. These were led by a mixture of internal activities staff and external entertainers. Activities staff were on holiday when we carried out the assessment. An external entertainer visited on 1 of the days and people enjoyed the singing with a few enjoying a dance too. There was lots of laughter, chat and encouragement.

People told us they enjoyed the activities. A person said, “I have joined the painting group. I’ve never done art in my life before. It is every 2-3 weeks.” Another person told us, “I get caught up in all the activities. I don’t really remember what I do. It is just comfortable here.”

People told us they were supported with maintaining contact with their friends and relatives. Comments included, “Friends and relatives can just pop in. They are made welcome” and “I go out with the family when they come and visit. I can get in their car, no problem. They are coming on Thursday and bringing me a new mobile phone. My nephew and sister visit me.” A relative said, “Whoever answers the door knows who I am coming to see. To me that is impressive, I feel part of it, they are family orientated.”

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.

We observed staff responding to people’s needs in a timely manner. At busy times when care staff were supporting people to get up and ready for the day, staff attended to people using their call bells and listened to what the person wanted. Staff provided explanations and told people they would go back to them when they finish supporting another person. We observed they did go back and provide support when they said they would. Some people had additional staff allocated to them to keep them safe. We observed these staff enabling people to move around the service. The person’s care plan gave clear information to staff about how to meet their needs and what actions to take to keep the person safe.

A person had become distressed because they could not find their driving licence, they were concerned staff had stolen it. A staff member took time to explain they had not stolen it, a search was undertaken and the driving licence was located down the side of the chest of drawers in the person’s room.

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

The provider had systems and processes in place to promote and support staff wellbeing. Staff had access to mental health support if they needed it. The registered manager told us, staff could access counselling if they needed it as the service had a connection with a local counselling service and the registered manager could source mental health first aid. Staff had access to money advances or loans if they needed it. The registered manager said the provider was very approachable. Staff could get bonuses for going above and beyond such as covering extra shifts or doing something really well. In December each year staff were given gifts and the whole staff team were treated to a meal. The registered manager told us during Ramadan the staff room was cleared and painted, this was then utilised by staff for praying. Time was allocated for meals to enable staff to have time to eat when their fasting ended. Staff who did not celebrate Christmas nominated themselves to work at Christmas. Staff who celebrated Christmas then nominated themselves to work on New Year’s Eve to enable those staff who worked over Christmas to celebrate new year with their friends and families.

Staff told us flexible working arrangements were in place when needed such as to meet childcare needs, appointments and to meet staff’s religious needs. Staff told us, “There is a staff wellbeing folder in the dining room”; “Welfare packages are in place, if covering shifts there are money incentives and extra pay at Christmas. I do have a blue light card” and “[Registered manager] has put together a wellbeing folder for staff; we know where it is and how to access it.”