CSL Lincoln

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. This is the first assessment for this newly registered service. This key question has been rated 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.

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.

We observed staff interacting with people in a manner that upheld kindness and dignity. Staff were encouraged to take the time to engage with people and foster positive, respectful relationships which created a supportive and caring environment.

The provider treated people as individuals and made sure people’s 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.

People received care and support that reflected their individual needs and preferences. This information was included in their support plans. We observed some people's homes reflected their personality including décor that supported people's individuality.

The service understood people’s personal and cultural needs, including those related to sexual and gender identity, and worked to ensure these needs were met so people could express themselves as they wished.

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

People held tenancy agreements, and the care model promoted independence. People chose who supported them in their own homes and were informed of their rights as tenants. People were actively involved in shaping the service and contributing to its development. Staff supported people to explore employment, volunteering and educational opportunities. A person told us they worked with the NHS to help staff improve their understanding of learning disabilities and was involved in developing easy read information for people who needed it. This demonstrated the person’s active involvement in promoting awareness and inclusion, and the service supported them in sharing their knowledge and experience to benefit others.

People’s social needs were understood, and they were supported to maintain relationships and social networks. People had unrestricted access to family, friends and their community. Staff told us they supported people to make choices and involved people as much as possible in day-to-day decisions. Support plans contained information about people's preferences and preferred routines.

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 told us they knew the people they supported well and could recognise and respond to people's needs quickly if required. They told us how they could identify people's verbal and non-verbal signs of distress and knew how to escalate concerns.

Staff explained how they acted quickly when people showed signs of being overwhelmed, however, support plans did not always include all the necessary information to support person-centred and consistent support. For example, people’s cues and triggers staff were aware of were not always included in support plans. This meant there was a risk staff unfamiliar with the person would not have access to important information to help them respond appropriately and reduce distress.

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

Staff confirmed they were given opportunities to raise concerns and suggest improvements to develop the service. Staff told us there was a strong emphasis on self-care. A staff member told us, “[I’m] loving working currently as it is a healthy environment. [There is] flexibility provided with staff where we can. [There is a] mental health programme [which] has received positive feedback. [There is an] emphasis for staff to look after themselves.”